Customer Service Specialist

Description

All of the work the other roles provide lead up to the Customer Service Specialist. This is one of the most important roles on the client communication side for the company. They are talking to the clients, explaining rejections, obtaining authorizations, and reaching out for additional information. If their customers need answers, they provide it to them. They will completely serve as the middle man between the clients and the entities they work with to get the records or data. They will be doing outbound and inbound calls, but not a lot. There is a hard email platform that a lot of that information for their customers comes through, so a lot of them are mainly emailing. 70% emailing, 30% calling. She mentioned that if there is a "spicy" email, that's when they make the call to give them the one on one attention. Client reaches out asking for an update, and this Customer Service Specialist reaches out to find out the answers and figure out the records process to get them answers. Whatever they might be missing, this person finds. They are the tether between the customer and the rest of the operation. Call Center background could be the answer in the type of candidate to look for, if they are really strong with emails from attorneys. They need to know that they may not be too nice, and are very demanding clients. Some of the best candidates are knowledgeable and well spoken, and come from a location that has angry customers. They need to know that they are not telling a customer that they are wrong, and understanding they need to find the answer. They could be credit card service, airline service, debt collectors, tire shop service, lots of different options of what they are if they can professionally handle complaints to get resolutions. What this manager wants in particular is strong leadership, multitasking and solving problems. Anyone with medical or legal background can easily pick up on some of the language as well. If they are a Customer Service Rep for Amazon, that could work. If they worked for Call Center escalation teams, that could be great.

Skills

Customer support, Customer service, Electronic health record, Medical record, Electronic medical record, Excel, Microsoft office, document processing

Top Skills Details

Customer support,Customer service,Electronic health record,Medical record,Electronic medical record

Additional Skills & Qualifications

Excel- A lot of the files will be putting in Excel Customer Service- They would like to see some sort of background in Customer Service, so when they are calling patients they have good manner Attention to Detail- Verify if details are missing and what they must correct 2+ years experience in this sort of info

Experience Level

Entry Level