Client Services Specialist

Essential Functions

• Answer and screen inquiry calls and e-mails from prospective clients, obtaining pertinent information courteously and professionally
• Be knowledgeable with all Division of Workers’ Compensation rules and explain them to adjusters when necessary
• Process requests for clients efficiently and in accordance with protocols
• Contact customer for any questionable or missing information (treatment activity/status, attorney, current treating doctor’s information, etc.)
• Assign appropriate physician or expert based on the clients’ stipulation/request to provide the appropriate exam or review service
• Input all case referral information into department management system(s) and store electronic records received into the appropriate file management and storage system
• Schedule exams based on physician, location, and client needs
• Ensure customer is requesting acceptable topics to be addressed at examination
• Make initial calls to injured worker for exam appointments to inform the worker of appointment and to confirm contact information
• Schedule the completion of workflow tasks in accordance with deadlines communicated by the external client and workflow policies of the department
• Prepare records for sort or sort and summary, then send to appropriate team member or vendor
• Adjust the timing of tasks and completion of case review work based on the changing schedule and newly received cases with priority deadlines.
• Communicate information accurately and timely to all team members
• Additional tasks as needed

Competencies

• Customer Service - Commitment to delivering high quality service by adjusting priorities, anticipating next steps, meeting client needs, and continuously striving to ensure their satisfaction.
• Communication - Actively listens and provides regular, consistent, and meaningful information and expresses the message effectively by organizing and delivering information appropriately.
• Detail-Oriented - Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved with the ability to verify the correctness or error in each individual part of procedure.
• Time Management - Manages time by prioritizing and organizing workload to achieve maximum productivity and adjusting as situations change.
• Problem-Solving - Resolves problems by identifying the information needed, considering multiple sides of the issue, and creating a logical approach for an appropriate solution.
• Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Organization - Determines priorities, schedules activities allocating and using resources effectively and efficiently.
• Teamwork - Promotes and facilitates cooperation and commitment within a team and across teams to achieve goals and deliverables.
• Positive Attitude - Has a willingness to learn with a "can-do" mindset.
• Discretion - Is able to be discreet and maintain the security of customer and company information.

Required Experience

• Minimum of two (2) years of strong Customer Service experience
• Proficiency in Microsoft Office
• Be aware of jurisdiction differences and specific needs

Preferred Experience

• Minimum of two (2) years of appointment scheduling experience
• Familiarity with workers’ compensation as implemented in the State of Texas

Education

• A high school diploma or equivalent.