Inbound Customer Service Professional
MedRisk’s customer service professionals (CSP’s) are responsible for supporting client retention and physical therapy (PT) referral objectives by consistently providing an easy, efficient and productive customer experience for callers by setting up cases and relaying communication back to the adjuster or nurse case manager.
Customer service professionals are responsible for receiving inbound phone and electronic referrals from insurance companies, nurse case managers, provider centers, doctors, patients etc. CSP’s open new cases, make outbound contact with adjusters and physical therapy centers to verify information and request other related paperwork. CSP’s also communicate with adjusters and nurse case managers regarding updates on patient status in a timely manner, review case information and consult with case management to determine if new cases need to be opened or if a patient can be followed in an existing case. In addition, CSP’s validate new case data by reviewing, correcting, deleting, or re-entering data, combining data when account information is incomplete and purging files to eliminate duplication of data. CSP’s also request verification from insurance companies.
Those who excel at this position possess excellent verbal and written customer service skills demonstrating a can-do attitude, have highly developed problem-solving skills, strong data entry skills, are detail-oriented, have solid organizational skills, have solid MS Word, Excel and Outlook experience and have the ability to multi-task and work independently.