Lead, Customer Service

SUMMARY

The Lead, Customer Service role is to oversee and assist with the daily operational work flow, ensuring all clients' needs are handled timely, professionally, and according to legal requirements and company policies. The primary objective of the Lead, Customer Service is to help aide in the training, development and progression of the team while reporting all developments directly to the Customer Service Supervisor.

ESSENTIAL JOB FUNCTIONS

* Review and distribute all incoming work amongst team members.

* Review all Customer Service baskets and review all incoming orders to resolution and/or distribution to the appropriate team member or other internal department for resolution.

* Maintain Daily contact with AE's/AM's by email or phone. Handle all issues brought to our attention due to the AE's/AM's contact with the client.

* Audit problem and sensitive accounts to ensure completion.

* Run progress reports and report all delayed orders to appropriate department's Supervisors.

* Identify trends of delays and report to immediate Supervisor for review.

* Complete weekly spreadsheet regarding escalations and their findings.

* When necessary, provide assistance to team members with emails and phone calls to ensure correct action is being taken.

* Assist with the training of all new and existing team members to ensure proper steps are being taken on all situations.

* Troubleshoot all billing questions or inquiries on orders that need to be zero billed, rebilled or voided. Report all billing questions, Zero bills, Voids or rebills to Supervisor for tracking.

* Monitor desk and help with all overflow work when team member is backlogged to ensure all inquiries are handled in a timely fashion.

* Identify all IT problems and bring to the attention of management.

* Monitor the CS Dashboard for issues.

* Track workload with team members to determine if overtime is needed.

* Track incoming work on a daily basis to ensure work is being distributed equally.

* Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities per client requests.

* Provide weekly monitoring reports for new and sensitive client orders, utilizing all reporting tools offered in the systems.

* Hold morning meeting to go over current issues.

* Report all employee absences and/or tardiness.

* Assist Supervisor when on vacation with incoming emails, work, etc.

* Assist other departments when Supervisor is on vacation with escalations, questions, or other needs.

* Perform all other duties as assigned.

ESSENTIAL LEAD RESPONSIBILITIES

* Carrying out all responsibilities in accordance with the company's standards, policies, and all applicable employment laws.

* In conjunction with management, managing and monitoring workflow and providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards.

* Encouraging positive morale, maintaining harmony among staff, and resolving grievances when necessary.

* In conjunction with management, communicating change effectively and supporting those affected by change.

* Evaluating staff performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations for growth opportunities to management.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

High school diploma or equivalent required; some college experience desirable. Prior work experience in a legal services environment, or insurance claims office, in addition to familiarity with med-legal terminology, and HIPAA requirements. Previous supervisory experience preferred.

Certificates, Licenses, Registrations

No specific requirements.

ESSENTIAL COMPETENCIES

QUALIFICATIONS

* Must demonstrate good understanding of the organization's goals and objectives.

* Ability to understand and learn the needs of each client; evaluate their needs, and offer the excellent Customer Service.

* Competency using Microsoft Office: Word, Power Point, Excel, and ability to learn Salesforce.

* Must be a qualified typist with a minimum of 45 W.P.M.

* Must demonstrate self-motivation and self-direction.

* Ability to absorb new ideas and concepts quickly.

* Ability to delegate and execute tasks in a high-pressure environment.

* Must demonstrate exceptional communication skills.

* Must demonstrate a good understanding of the internal processes of medical facilities and med-legal terminology.

* Must have ability to adapt to changes and absorb new ideas and concepts quickly.

* Must demonstrate strong decision making skills.

* Must be able to work well under pressure and or stressful conditions.

* Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time.

LANGUAGE/COMMUNICATION SKILLS

* Ability to read, analyze and interpret common correspondence and records.

* Ability to write clearly and informatively to all required audiences and edit own work for appropriate spelling and grammar.

* Ability to respond appropriately and professionally to all inquiries or complaints from customers, regulatory agencies, upper management, and/or members of the business community.

* Ability to consistently handle multiple phone lines with heavy call volume and have excellent telephone communication skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position generally consists of:

* Ability to work at a desk or similar office-type furnishings up to 8 hours a day or longer as required by business needs.

* Ability to operate a computer up to 4 hours at a time.

* Ability to travel to different floors of the office or other locations.

* Ability to move throughout the office.

* Occasionally lifting and/or carrying up to 40 lbs.

* Occasionally pushing/pulling up to 10 lbs.

* Occasionally subject to bending, squatting or twisting.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* The office environment is active with moderate voice levels and interruptions that may challenge concentration.

* High-pressure, deadline-oriented operation.

* Increased order volume, staffing fluctuations, and/or month-end billing expectations may require extended hours and/or weekend hours

DISCLAIMER

This Job Description is not an exhaustive list of all functions employees may be required to perform in the described role, and additional functions may be required. This Job Description is applicable to the above position with ExamWorks and/or any of its affiliates (collectively referred to as "ExamWorks"). ExamWorks reserves the right to revise this Job Description at any time with or without notice to employees. Employment with ExamWorks is at-will, and nothing in this Job Description changes that at-will status. Employees must be able to perform the essential functions of this position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of this position, unless such accommodations would cause an undue hardship to ExamWorks.