What are the responsibilities and job description for the Customer Service Associate (ONSITE) position at MCS Group?
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
Pay rate, starting at $17-$18 an hour
Salary : $17 - $18