What are the responsibilities and job description for the IRU Representative position at Western Dental & Orthodontics?
Performs telephonic and administrative support involving patients with concerns or complaints. Acts as a liaison between patients and providers to avoid grievances or assist patient with the initial grievance process if an immediate resolution cannot be achieved. Promotes patient satisfaction and resolution of patient concerns .
Responsibilities
Experience Requirement
Responsibilities
- Provide telephonic assistance to patients/members regarding concerns and or grievances.
- Responsible for monitoring and processing communications such as incoming emails, online grievance submissions and faxes from patients, provider office staff and internal departments regarding patient/member concerns.
- Logging of Exempt (pre) Grievance and either resolution or referral to 30 day Grievance process.
- Email template letter processing to patients.
- Process account adjustments in accordance with established guidelines.
- Assist IRU Manager or Department Management with various duties.
- Meet required deadlines.
Experience Requirement
- 1 year minimum customer service preferably in the healthcare field.
- Excellent verbal and written communication.
- Ability to work in a regulatory environment with very strict timeliness and accuracy requirements.
- Bilingual
- Strong problem solving abilities.
- Dedication to excellent service.
- Strong follow up skills.
- Knowledge of Microsoft Office (Excel and Word).
