Customer Service Specialist in Sunrise, FL at HealthTrust  

Date Posted: 5/16/2018

Job Snapshot

Job Description

GENERAL SUMMARY OF DUTIES: The Customer Service Specialist will be responsible for providing outstanding customer service for all incoming calls from internal and external customers.  This position will also ensure proper follow up with DHPs that have been sent electronic applications.  This position serves customers by determining requirements; answering inquiries; resolving problems and fulfilling requests while maintaining database integrity in the Staff PM System.  This position will also be responsible for assisting the Data Entry/Reporting team in monitoring and effectively maintaining the volume of all DHP Credentialing mailboxes.

SUPERVISOR – Credentialing Supervisor - Process Teams

Supervises – None

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

  • Answers incoming inquiries from DHPs, Facilities and Agencies by clarifying desired information; researching, locating, and providing essential information
  • Resolves problems by clarifying issues; researching and exploring answers and determining alternative solutions
  • Escalates unresolved problems to immediate supervisor for resolution
  • Fulfills Facilities’ requests for credentialing by sending credentialing packets to all DHPs entered in Inventory Log
  • Accurately record all follow up activities in Inventory Log (Follow up and Sent to Facility)
  • Follow up on a via phone and email to DHPs that do not respond to initial credentialing requests
  • Notify facilities on a monthly basis of DHPs that do not respond to credentialing requests
  • Responsible for entering basic DHP information in Staff PM for DHPs requesting access to participating eDHP facilities
  • Follow up on non responding DHPs that have been sent a ling and not submitted credentialing application
    • Act as a backup to data Entry/Reporting team in monitoring and effectively maintaining the volume of all DHP Credentialing mailboxes.
    • Maintains set production and quality standards
    • Maintains accurate records of all files in Staff PM; records all activities in the diary
    • Creates ad hoc reports as requested
    • Maintains privacy and confidentiality (intentional or unintentional) of company and employee information in verbal, written, and electronic form.  Limits access to all information to job-related on a need to know basis
  • Participates in special projects as needed and performs other duties as assigned.
  • Notifies respective Supervisor of problem-causing trends on items needing attention

Job Requirements

KNOWLEDGE, SKILLS & ABILITIES – This position requires the following minimal requirements:

  • Excellent customer focus and customer service skills
    • Outstanding Listening and phone skills
    • Excellent oral and written communication skills
    • Ability to build relationships with internal and external customers
    • Strong people skills, interpersonal savvy and problem solving skills
    • Ability to multi-task and prioritize
    • Ability to work well within a team environment and independently
    • Strong knowledge and experience with Microsoft Office, Outlook, Excel, general office products
    • Ability to learn new software programs

EDUCATION – High school education or GED Equivalent Required

EXPERIENCE – One to three years in a related field.

CERTIFICATE/LICENSE – None