The Customer Service / QA Coordinator-1 is responsible for providing quality customer service on a timely basis and interacting with clients to ensure IME provider letters are processed accurately and timely.  Responsible for communication and documentation between a wide customer base to include but not limited to, Insurance Carriers, Provider Offices and Attorney Offices.
 
Duties and responsibilities
 
• Delivers quality Customer Service from initial notification of service until completion of end product
• Adheres to client protocols and jurisdictional regulations including appropriate documentation and notification of same 
• Ensures all provider letters have been created and processed accurately 
• Works with the Medical Records Specialist to ensure all applicable and necessary medical documentation is included for the provider review
• Creates, reviews and revises provider letters as necessary
• Prepares and sends provider letters daily 
• Contacts appropriate agencies or persons for the purpose of verifying information
• Ability to efficiently and accurately manage high volume of emails in a timely manner
• Communicates immediately with Supervisor with regard to any client or notification concerns
• Operates company software and equipment
• Enters data by inputting alphabetic and numeric information into system via keyboard
• Demonstrates strong organizational skills with the ability to multi-task without compromising extreme attention to detail
• Communicates using correct English, spelling, grammar, and punctuation
• Ability to understand and follow oral and written instructions while adhering to prescribed departmental routines
• Proficiency with imaging/scanning documents
• Maintains confidentiality and discretion as a general rule
• Works effectively as a team contributor on all assignments 
• Interacts professionally with other employees as well as clients
• Has a clear and concise understanding, and adheres to, guidelines as they relate to HIPAA, Conflict of Interest, and Ethics
• Understands current URAC standards as appropriate to job functions
 
Qualifications
 
• HS Diploma or equivalent
• Proficient with MS Office Suite
• Excellent communication skills-verbal and written
• Ability to organize and prioritize work effectively 
• Ability to accept and apply constructive feedback