Customer Service Rep - Lees Summit, MO req39462 in Lee's Summit, MO at Quest Diagnostics

Date Posted: 1/29/2020

Job Snapshot

Job Description

Rep, APS Customer Service I- Lees Summit, Missouri - Monday-Friday 8:30 am to 5 pm

Basic Purpose:

The primary purpose of this position is to answer incoming calls regarding all manner topics for the Medical Records/ APS Department and to handle escalated emails and/or calls from assigned client.  This includes but is not limited to direct contact with physicians, insurance companies, copy services, various vendors and ExamOne employees/managers on a daily basis.   This position is responsible for maintaining minimum performance standards, including production and quality standards.

Eligibility for promotion to Customer Service Rep II requires that the production and quality standards set forth of the proposed position is met and maintained for a minimum of a rolling 3-months period. 

 

Duties and Responsibilities:

The major functions of the position

 

60%

Answer incoming calls from the customer service toll free queue.

20%

Communicate with customers, vendors, and company personnel via outbound calls to resolve issues. Complete the processing of a case by working with data entry/status/imaging on additional records, reopens, cancellations, special authorizations, and other miscellaneous processes.

10%

Entering various information from calls into the paperless M4 APS Central System for verification purposes. Faxing, FedEx, emailing, or mailing APS information as needed.

5%

Make status calls to physician/facilities. Faxing, FedEx, Emailing, or mailing APS information.

5%

Research necessary to investigate and resolve duplications and cancellations.

N/A

Other duties as assigned.

 

Supervision Exercised: 

     This position has no supervisory responsibilities.

Qualifications:

Education Preferred:

High School Diploma or Equivalent required.

Work Experience:

No previous call center experience is necessary

(Background in medical terminology, life insurance industry, or customer service preferred)

Other:



Minimum Skills Required

  • Type 30 wpm
  • Average communication skills
  • Accurate, detail oriented
  • Proficient teamwork skills
  • Good work attendance record
  • Good organizational skills



Physical Demands



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone.  The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment and other essential tasks.  The employee is frequently required to sit, stand, walk, bend, stoop, crouch and reach with hands and arms. This position infrequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds. 



Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.



Additional Information

v  Duties and responsibilities, as required by business necessity may by added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.  Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.

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