Customer Service Specialist - Hybrid

Description:

• Incoming and outgoing calls, new account creation, insurance verification, document processing, order set up and management.
• Representatives will be required to communicate professionally with members, caregivers, guardians, medical professionals, and co-workers.
• Handle a variety of incoming and outgoing calls using the (both through Shore-Tel and from the answering service) regarding new and/or existing members/caregivers needs.
• Ability to utilize multitask using multiple computer applications/programs.
• Creation of new member accounts Review/Update all demographic and personal health information in the members account, including but not limited to the following:
  • Address both mailing and shipping if different, phone number(s), e-mail address(es), physician information, caregiver(s), etc.
  • Access and enter data in existing patient accounts following HIPAA guidelines.
  • Insurance verification following established verification processes.
  • Speaks with members, caregivers, doctors and other outside providers to regarding member account and product needs.
  • Document all interactions in patient medical records for proper record keeping (account notes).
  • Documentation creation and follow up to ensure necessary documentation on file to ship supplies per Insurance guidelines (Advanced beneficiary Notification, Certificate of Medical necessity, Prescriptions, Letter of Medical Necessity, etc.).
  • Fax and review incoming documentation as needed Communication with patient or caregiver to keep up to date on account statuses Liaise with Team Support or Team Lead as needed for all important matters that require supervisor approval or intervention.
  • Utilize the Customer Service Wiki daily for processes, procedure, insurance guidelines, product and company information.
  • Build proficiency and strong knowledge base on all product lines serviced.
  • Makes suggestions for process improvements and assists with projects as able.
  • Submit reports and productivity tracking to leaders as requested.
  • Track attendance and submit all applicable requests using the Attendance on Demand system.
  • Follow established building entry, compliance and system security policies.
  • Adhere to all Nondiscrimination and Accessibility guidelines.

Additional Skills & Qualifications:

• Taking inbound calls, ability to navigate between multiple computer programs, experience with ADP software is a HUGE green light in this role.
• Candidates must be able to navigate Zoom video chat for training and internal use. This includes the 'unmute/mute' feather and MOST important the 'share my screen' feature. Sharing their screen will be key to training remotely and candidates must have the ability and competency to manage that.
• Must have own computer equipment for working from home and training (No Chromebooks, Tablets, or iPad. This device must run Windows 10 operating system)
• Must have discipline when working from home AND in office, activity is monitored closely.

Hybrid Schedule:

• No time off in the first 30 days of employment.
• Must be comfortable commuting to Platte City every other week - this position has a hybrid work schedule.
• Employees will work 1 week at home and 1 week in office, alternating weeks with their counterpart.

Work Environment:

• Physical location office is located in Platte City
• Candidates will have their own personal desk, computer, etc. and ability to personalize their workspace when in office.
• When working from home: Candidates must have a professional workspace, limited distractions, and the ability to take sensitive calls in a private location.

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email [email protected] for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.