We are recruiting a Remote Customer Care Specialist I on behalf of Acuity International, who provides process and technology-based critical services to government and commercial enterprises around the world.

The Customer Care Specialist I is responsible for providing administrative support and exceptional customer service to all Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit. This role acts as a liaison with examinees and network providers to schedule employment-related examinations and interacts daily with other Acuity team members and provider network partners. Hours may vary to include weekends. Hybrid schedules possible depending on contract.

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Responsibilities

• Coordinate with examinees and network providers to schedule employment-related examinations.
• Follow different protocols for each program. Adheres to program specific protocols, processes, and policies.
• Utilize supporting software to process examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client.
• Works closely with our medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process.
• Contact examinees and facilities to schedule requested examinations.
• Contact providers regarding missing or incomplete examination results.
• File, scan, and retrieve exam results to include laboratory, medical, and final determinations.
• Consistently provides professional, and gracious customer service.
• Processes inbound and outbound phone calls, faxes, email, and mail.
• Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager.
• Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines.
• Handles all medical and drug screen results compliant to HIPAA standard practices.
• Other duties as assigned.

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Qualifications

• High School Diploma or equivalent
• Computer proficiency in MS Office Suite Apps, Adobe Acrobat, database software, etc. with the ability to toggle between multiple platforms.
• Customer service experience
• Able to work a flexible schedule to accommodate work requirements.
• High level of organization and detail oriented
• Dependability
• Good written and oral communication skills
• Must be able to pass a background check and drug screen.

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