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Customer Call Center Representative

CONFIDENTIAL

Customer Call Center Representative

San Antonio, TX
Full Time
Paid
  • Responsibilities

    Job Description

    Job Summary:

    Responsible for assisting management with customer service related issues such as overseeing the feedback card release process, gathering and reviewing report data for accuracy, scheduling, organizing and creating agenda’s, and other support tasks within the customer service department.

    Essential Duties and Responsibilities:

    · Oversees the feedback card release process and the receipt of AMTIS feedback cards via e-mail every 24-48hours.

    · Follows up with VSC and Operations Managers on pending feedback card completions.

    · Reviews incident reports and supporting documentation for accuracy and completeness, directs VSCs when changes are needed and ensures changes are properly made.

    · Creates data/information using Excel and other data tools to gather statistics for provider meetings & bonus parameters.

    · Serves as the point of contact for AMTIS subcontractor.

    · Ensures VSC’s are in compliance with policy and procedure, specifically the Claimant Feedback Policy and Abnormal Exam Results Policy.

    · Trains new VSC’s, preferably in their locations, thus some travel will be required.

    · Provides refresher training to VSC’s.

    · Schedules, organizes, creates agenda for leads and provides minutes for the monthly VSC only meetings and the monthly VSC/OM meetings.

    · Interacts with VSCs, Operations Managers and Associate Directors of Operations as necessary.

    · Organizes and participates in provider conference calls and provider visits as necessary.

    · Identifies trends and areas for improvement in customer service.

    · Assists Provider Customer Service Manager and Director of Provider Relations with all customer service related duties.

    · Responsible for the coordination, presentation and resources of annual VSC Conference.

    · Develops the agenda and VSC continuity book for VSC Conference.

    · Other duties as assigned