Client Service Administrator

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This position is responsible for assisting management by ensuring internal and external client satisfaction and smooth operation of daily functions within Exam Management on our small Commercial Programs. Interacts daily with other Comprehensive Health Services, Inc. team members, provider network partners, our clients, and vendors, reporting to the Exam Process Manager.

DUTIES AND RESPONSIBILITIES:

• o Oversees full lifecycle of all exams by tracking progress, ensuring quality, and communicating with all stakeholders to ensure a complete examination.
• o Compiles exam results and ensures completeness based on exam requirements.
• o Responsible for forwarding the information and supporting documentation to Medical Review if needed. Will obtain any missing paperwork for Medical Review.
• o Responsible for forwarding the client the completed results/exam.
• o Responsible for their accounts and what status they are at in our systems to ensure all aspects are covered. This may entail running and maintaining daily reports as well as in depth knowledge of a client’s Statement of Work (SOW).
• o Works closely with Medical Review, examinees, employers, and contracted facilities to facilitate the completion of the examination process.
• o Partners with Shared Services to troubleshoot and improve client service delivery.
• o Coordinates final exam billing with Accounts Payable and networked providers to ensure completeness, and resolve any billing delays or problems.
• o Responsible for resolving facility or examinee problems that require extensive time and follow-up and follow-through.
• o Ensures all contract deliverables are understood, maintained, and updated as necessary.
• o Demonstrates consistently thorough, professional, and gracious customer service (internal and external).
• o Enters determinations into MTS and other system applications based on Medical Review.
• o Serves as back-up to other CSAs and assists with follow-up calls to facilities and examinees as needed.
• o Serve as back-up to department for routine administrative duties, which may include; but not limited to documents, process flows, quality assurance, as well as client schedule updates and maintenance.
• o Maintenance of spreadsheets and other various forms and documents.
• o Assists EPM, APM or PM with information needed for proposals.
• o Other duties as assigned.
• o Will partake in department training required by specified departments and will maintain that training and qualification as needed by specified department.

OTHER DUTIES:

• o May participate in interdepartmental project groups or task forces to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, new task efforts, contract awards, and new policy requirements.
• o Performs duties in a safe manner. Follows the corporate safety policy.  Participates and supports safety meetings, training and goals.  Ensures safe operating conditions within area of responsibility.  Encourages co-workers to work safely.  Identifies “close calls” and/or safety concerns to supervisory personnel.  Maintains a clean and orderly work area.
• o Assists in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards.
• o May serve on the OSHA VPP, Safety, and Wellness Committees.

QUALIFICATIONS:

• o High School Diploma
• o Minimum 1 year of customer service experience.

REQUIRED SKILLS:

• o Proficiency with computer and common office equipment, as well as with MS Office products required.
• o Must be able to multi-task, be detail-oriented, be organized, and have excellent oral and written communication skills.

PREFERRED QUALIFICATIONS:

• o Office experience and college degree

PHYSICAL REQUIREMENTS:

• o Work is normally performed in a typical interior/office work environment.
• o Work involves sitting and standing for prolonged periods of time.
• o May require bending, stooping and lifting up to 15 lbs.