• Client Coordinator - Lead

    Requisition ID
    2018-3247
    # of Openings
    1
    Category
    Operations
    Location
    US-MA-Norwood
  • Overview

    The Client Coordinator Lead is responsible to assist with the daily workflow and acts as a senior team advisor. This position ensures all client inquiries are handled with the highest degree of quality customer service and in compliance with all regulatory and company standards.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES TO PERFORM THIS JOB SUCCESSFULLY INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

    • Assists in providing overall support to the department and ensuring all client inquiries and product lines are completed on time at the highest level of quality and in the most effective and efficient manner possible.
    • Acts as a team advisor by answering departmental questions and assisting with continuous training to strengthen departmental procedures.
    • Maintains daily contact with the QA department regarding workflow and pending report status.
    • Handles and responds promptly to inquiries from clients and/or anyone acting on behalf of the client regarding questions, report status, concerns, or general requests for information.
    • Assists promptly in the resolution of any physician and/or customer complaints or quality assurance issues. Escalates all client issues to upper management as needed.
    • Utilizes appropriate systems and databases to enter client or examinee information and or retrieve information as needed.
    • Files and archives open and closed cases.
    • Monitors and verifies all client information is current in the database and all client specific guidelines and or rules or information is documented in the system.
    • Aids to ensure all client relationships are maintained and all client specific requirements are met.
    • Provides backup to department team members as required.
    • Performs various clerical duties such as typing, filing, emailing, and proofreading as required.
    • Ensures department compliance of all federal ERISA and/or state mandates is adhered to at all times.
    • Provides insight and direction to management on consultant quality, availability and compliance with all company policies and procedures.
    • Participates in the development and implementation of policies and procedures in order to promote and achieve the most efficient operation possible.
    • Participates in various educational and or training activities as required.
    • Perform other duties as assigned.

     

    SUPERVISORY RESPONSIBILITIES

    Directly support and when required carry out supervisory responsibilities in accordance with ExamWorks’ policies and applicable laws.  Responsibilities include, but are not limited to:

    • Adhere to all hiring procedures in accordance with the company’s Hiring Policy and Procedures Guide.
    • Provides support, training, tools, and techniques to assist staff in achieving department goals and standards.
    • Delegate and direct work duties as instructed by department supervisor.
    • Actively participates in observing employee performance and documents performance issues as needed.
    • Promote a positive working environment through appropriate recognition and reward programs.
    • Reports all employee disciplinary concerns to the department Supervisor.
    • Works directly with the upper management to ensure all staffing needs are met and the best working environment is achieved.

    Qualifications

    EDUCATION AND/OR EXPERIENCE

    High school diploma or equivalent required. Minimum of one to three years clerical experience; or equivalent combination of education and experience preferred. Experience supervising in a medical office or insurance industry preferred.

     

    QUALIFICATIONS 

    • Must possess complete knowledge of general computer, fax, copier, scanner, and telephone
    • Must be knowledgeable of multiple software programs, including but not limited to Microsoft Word, Outlook, PowerPoint, Excel, and the Internet.
    • Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals; must be able to compute rates and percentages.
    • Must have a full understanding of HIPAA regulations and compliance.
    • Ability to follow instructions and respond to managements’ directions accurately.
    • Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
    • Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
    • Must be able to work independently, prioritize work activities and use time efficiently.
    • Must be able to maintain confidentiality.
    • Must be able to demonstrate and promote a positive team -oriented environment.
    • Must be able to stay focused and concentrate under normal or heavy distractions.
    • Must be able to work well under pressure and or stressful conditions.
    • Must possess the ability to manage change, delays, or unexpected events appropriately.
    • Demonstrates reliability and abides by the company attendance policy.
    • Must maintain a professional and clean appearance at all times consistent with company standards.

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