Customer Care Specialist I (Kitting PNOPs)

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SCOPE:

This position is responsible for providing administrative support and exceptional customer service to all Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit. Coordinates with schedulers and the programs to kit and ship employment-related examinations. Interacts daily with other Acuity team members and provider network partners. Hours may vary to include weekends.

Pay rate for this position is $16.20 per hour.

This position is casual or as needed. There is no guarantee of a set amount of hours scheduled each week. This requisition is posted to collect qualified applicants. When there is a need for this position, a recruiter will be in touch with you to gauge your interest and availability.

QUALIFICATIONS:

• High School Diploma or equivalent
• Customer service experience
• Able to work a flexible schedule to accommodate work requirements.
• Computer proficiency in MS Office Suite Apps, Adobe Acrobat, database software, etc. with the ability to toggle between multiple platforms.
• High level of organization and detail oriented
• Dependability
• Good written and oral communication skills
• Ability to multitask and efficiently manage time in a fast-paced environment.
• Prioritize tasks and effectively manage time to meet daily deadlines
• Able to problem solve and act independently to perform daily duties while still actively participating as team player.

PREFERRED QUALIFICATIONS:

• 1 year of office experience
• Experience with medical terminology
• Shipping experience with FedEx, UPS, DHL, and USPS.
• Familiarity with Quest, LabCorp, Clinical Reference Labs materials.

DUTIES AND RESPONSIBILITIES:

• Coordinate with schedulers and program leads to kit and ship employment-related examination kits.
• Follow different protocols for each program. Adheres to program specific protocols, processes, and policies.

• Utilize supporting software to process examinations from monitoring scheduled appointments, kitting for exams, shipping kits out, and tracking kits sent.
• Works closely with our program leads and scheduling to ensure the completion of the kitting portion of the examination process.
• Contact internal and external suppliers to order kitting supplies and track shipments.
• Contact programs regarding discrepancies, errors, or issues found in the kitting process
• File, scan, and retrieve kit related paperwork, materials, and tracking information.
• Consistently provides professional, and gracious external and internal customer service.
• Process and respond to inbound and outbound phone calls, faxes, email, and mail.
• Handle routine internal customer inquiries and assess call escalation; investigate inquiries; redirect calls as needed to the appropriate manager.
• Meet or exceed established standards on a consistent basis for quality, customer service, productivity, and service level guidelines.
• Handles all exam related PHI & PII compliant to HIPAA standard practices.
• Record and monitor production numbers and bill appropriately.
• Other duties as assigned.

OTHER REQUIREMENTS:

• May participate in interdepartmental project groups or task forces.
• May assist other departments with routine administrative duties.
• Move, manage, and organize inventory.
• Performs duties in a safe manner. Follows the corporate safety policy. Participates and supports safety meetings, training, and goals. Ensures safe operating conditions within area of responsibility. Encourages co-workers to work safely. Identifies "close calls" and/or safety concerns to supervisory personnel. Maintains a clean and orderly work area.
• Assists in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards.
• May serve on the OSHA VPP, Safety, and Wellness Committees.

PHYSICAL REQUIREMENTS:

• Work is normally performed in a typical interior/office work environment.
• Work involves sitting and standing for prolonged periods of time.
• May require bending and lifting up to 25 lbs.

The employee will be working in-office with the kitting team. Creating, shipping, and tracking medical kits for the CBP contract and other programs that kitting supports. Half of the kitting process will be done on the computer, and the other half will be hands-on. Must securely and safely handle PHI & PII and remain compliant with standard HIPPA and company practices. The employee will also be expected to communicate with internal customers through email or Teams on the status of kits and answer any inquiries. Managing general inventory for assigned contracts.

Acuity International is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, national origin, age, protected veteran status, or disability status.

For OFCCP compliance, the taxable entity associated with this job posting is: