Customer Service Representative CSR - Workers' Compensation Experience

Please note: Please do not apply if you do not live in the following counties. Ideal candidate would reside in Harford, Baltimore or Carroll Counties for occasional in-person meeting purposes. Maryland residents only, please.

Your resume will not be considered. Thank you!  

Are you familiar with the Workers’ Compensation industry and Independent Medical Examinations (IME’s)? If so, we would love to speak with you!
 

We are seeking a client-focused, team player and self-motivated Customer Service Representative (CSR) to support scheduling activities. This is a remote, work-from-home position, you will work independently in a scheduling role. Training and all necessary equipment will be provided. Strong self-discipline is essential for success in this position. Per HIPAA requirements, this position requires a distraction free, secure work environment to ensure the confidentiality of our work product. An independent home office area is required where your computer and other highly sensitive material is able to be locked and away from others.

Role Overview:

Our Customer Service Representative (CSR) serves as a key liaison for clients, providing service information and coordinating incoming referrals with accuracy and efficiency. As the first point of contact for many new referrals, this role is essential to delivering a positive client experience and ensuring each case is handled promptly and professionally. You must be able to speak confidently to all parties involved in the claims/IME process.

· Manage all aspects of new and rescheduled referrals

· Conduct reminder calls and appointment verifications

· Provide phone support through active online presence

· Collect medical records and supporting related documentation

· Sorting and organizing medical records to provider

· Daily production and distribution of appointment notifications

· Perform additional assigned duties as needed

Ideal Candidate Profile:

The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple referral-related tasks in a fast-paced environment. This role requires strong administrative ability, sound judgment, and a professional approach to client communication.

· Excellent client service and communication skills

· Strong organizational skills and the ability to multitask effectively

· Computer proficiency, including typing, using scheduling software, and related office tools

· Clerical and administrative strengths, including phone support and accurate documentation

Job Requirements:

Candidates for this role should bring a strong mix of communication, organization, and client service skills, along with the ability to manage client interactions professionally and efficiently.

· Workers’ Compensation lingo and understanding

· High school diploma or equivalent

· Strong client service skills and relevant training or experience

· Proficiency with Microsoft Office and related computer applications

· Professional communication skills when working with clients and colleagues

· Ability to multitask, prioritize responsibilities, and manage time effectively

· Ability to resolve conflicts by identifying appropriate solutions, following up within established timelines, and documenting all interactions accurately

· Knowledge of and adherence to communication procedures, guidelines, and company policies

· Ability to identify and assess client needs to ensure satisfaction

· Ability to build trust and maintain strong client relationships through open, effective communication

· Ability to provide accurate, complete, and timely information using appropriate methods and tools

Employment Details:

· HIPAA training is required and will be completed upon hire.

· Job Type: Full-time, Salary.

· Office hours: Monday-Friday / 8am-4pm. Must be flexible with potential time outside of these hours.

· Entry level position.

· Compensation: $35,000–$42,000 per year, with flexible PTO. All Federal Holidays are paid time off. Additional Bonus days/hours as assigned. Health benefits are not offered.