What are the responsibilities and job description for the Customer Service Associate (REMOTE) position at MCS?
SUMMARY
The primary role of this position is to follow up in a timely manner with record providers to secure copies of records in response to our written requests.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Review call sheet on daily basis from Team Leader
- Make phone calls to each provider to confirm our written request was received
- Update the MCS diary system with the contents of the call so our clients can read the progress of their assignments in status message, in accordance with company timeline protocol
- Diary the next call for proper follow up activities
- Assign the proper codes for status messages to client
- Determine if a copy fee is required and arrange the preparation of the check
- Inform Request Processing of any address changes to providers or clients
- Keep Client Specialist informed of difficult Providers
- Prepare excel spreadsheets as required by Providers
PERFORMANCE METRICS
Non-Hospital Location Caller
- Upon completion of sixty-day probationary period, an average of 60 requests will be updated daily or 300 per week
- Six months of employment 325 assignment updates per week
- Eleven months of employment 350 per week
- Sixteen months 350 per week
- Twenty-three months 400 per week
Hospital Location Caller
- Upon completion of sixty-day probationary period, an average of 65 requests will be updated daily or 350 per week
- Six months of employment, 400 assignment updates per week
- Eleven months of employment, 425 per week
- Sixteen months, 450 per week
QUALIFICATIONS
- Excellent oral and written communication skills; strong interpersonal skills
- Strong client focus: ability to interact with customers at all levels
- Strong analytical and problem-solving skills; high-level of attention to detail
- Ability to multi-task effectively and maintain organization and composure under high pressure
- Strong knowledge of Microsoft Office (Excel, Word)
- Capable of making timely, independent decisions
- Ability to work to deadlines and prioritize work
- Ability to work independently and as part of a team
EDUCATION REQUIREMENTS
Associate degree is preferred, but at minimum a High School Diploma or equivalent education and 1-2 years of related work experience
SUPERVISORY RESPONSIBILITIES
None
PHYSICAL DEMANDS
Must be able to sit for prolonged periods in a 7 1/2 hour to eight-hour day. Excessive use of phone, computer keyboard and monitor
WORK ENVIRONMENT
Must be able to work with Management to ensure MCS standards
Must be able to work West Coast business hours.
Pay rate, starting at $15 an hour
Education
Required- High School or better
Behaviors
Required- Team Player: Works well as a member of a group
- Enthusiastic: Shows intense and eager enjoyment and interest
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Required- Goal Completion: Inspired to perform well by the completion of tasks
- Job Security: Inspired to perform well by the knowledge that your job is safe
Salary : $15
