Customer Service Representative

JOB OVERVIEW

The Customer Service Representative will coordinate all aspects of customer service on a daily basis for Assurex Health accounts according to the Standard Operating Procedures. The Customer Service Representative works in a high performance, customer-focused call center team environment and is responsible for a number of customer-oriented tasks in a call center environment. The main goal of the customer service representative is to ensure an excellent customer experience. This position will report to the Customer Service Supervisor.

PRIMARY RESPONSIBILITIES

• Perform daily customer service activities in a call center, to include: order entry, responding to customer inquiries, explaining information regarding test options and results according to Standard Operating Procedures via phone, email, fax or mail.
• Resolve customer concerns utilizing in-house resources
• Resolve order exceptions within the specified time frame outlined in the Order Exception Process
• Provide the customer with written information as needed
• Assist with daily auditing of orders
• Support daily registration functions
• Assist in the daily review of order documentation to identify and stop potential reimbursement issues.
• Refer technical inquiries to appropriate staff and ensure that proper follow up occurs
• Interact with Sales, Laboratory and Billing staff
• Ability to solve problems and deal with variables
• Use telephone, computer and fax machine to correspond with customers regarding open orders
• Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations and operates in accordance with standard operating procedures
• Maintain excellent customer relationships to ensure customer satisfaction
• Contribute to and participate in the implementation and continuous improvement process of the department
• Provide adequate reimbursement consultation pre and post sales to our customers
• Assist other departments as necessary

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Associate degree or equivalent experience preferred
• Proficient in all Microsoft software applications
• Attention to detail and concern for impact is essential
• Ability to recognize problems and bring them to the attention of a supervisor
• Reimbursement experience in the healthcare industry, preferably in a laboratory environment
• Excellent time management, scheduling and organizational skills
• Strong verbal and written communication skills
• Ability to read, analyze and interpret instructions, correspondence and contractual requirements
• Must have the flexibility to work extra hours/shifts to meet corporate and departmental goals.
• Skill in answering a telephone in a pleasant and helpful manner

BENEFITS

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life Insurance
• Accidental Death & Dismemberment (AD&D)
• Long Term Disability
• Short Term Disability
• Flexible Spending Account (FSA)
• Voluntary Life
• 401K Retirement Planning
• Stock Options
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• GeneSight Test
• FREE Mason Community Center Membership
• Verizon Wireless Service Discount 
• No relocation assistance offered.

Assurex Health is an Equal Opportunity Employer.