Position Summary: The Customer Solutions Advocate contributes to the department’s efforts to receive, process, and place referrals with approved network providers according to Federal, State, Client and Company regulations and procedures. As part of the placement processes, work with internal and external stakeholders to ensure timely and accurate delivery of services, achievement of service level agreements and departmental key performance indicators. Placement processes include receiving inbound referrals, opening new cases, making outbound calls, accepting inbound calls, requesting pertinent information, timely processing of data in company systems, and follow up activities so support a successful placement. Essential Duties & Responsibilities: - Serves as primary contact for the coordination of therapy services with the injured worker in a high-volume and high-contact environment
- Provides exceptional customer experience to injured workers, adjusters, case managers, therapy providers as well as internal business partners
- Processes and manages assigned referrals to ensure all company procedures are followed while exceeding client expectations, SLAs, and team and individual KPIs
- Maintain compliance with all company and departmental policies and procedures
- Maintain compliance with State and Federal laws and regulations
- Provides timely and accurate communication on cases by leveraging phones, fax, email, CRM, and company-specific software
- Accepts inbound and outbound calls to support therapy placement activities and processes as well as stakeholder inquiries
- Data entry of essential case data is of high accuracy and meets system requirements
- Document and track support and ticket requests and ensures proper notification and resolution of issues impacting assigned cases
- Troubleshoots patient and/or customer problems, identifies issue source, and works with management on resolution if required
- Ability to multitask and handle multiple cases at one time
- Ability to critically think through opportunities to delight the customer
- Attention to detail in accurately documenting information in multiple systems
- Professional and positive phone etiquette
- Other duties as required/assigned
Minimum Qualifications: - High School diploma or equivalent required.
- Bachelor degree preferred, combination of education, training, and experience could be accepted in lieu of degree.
- 0-1 years of experience in similar role.
- Experience with multiple computer systems and programs
- Proficiency in Word, Excel, CRM tools, preferably Salesforce
- Proficient data entry skills
Preferred Qualifications: - Professional and positive phone etiquette
- High attention to detail and ability to execute specific client work instructions
- Effective communication and customer service skills
- Able to work with others professionally while completing multiple tasks simultaneously and successfully
- Maintain a professional image and attitude
- Ability to effectively present information and respond to questions from managers, providers, clients, customers and the general public
- Ability to make decisions in the absence of detailed instructions and work independently or in a team environment
- Advanced reasoning and problem-solving abilities and planning skills.
- Ability to work independently and in a team environment
- Bilingual/Fluent in Spanish is preferred
Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. - Prolonged periods sitting at a desk and working on a computer
Bardavon offers a complete benefits package, including medical, dental, and vision insurance; 401(k) with company match; and generous paid time off.
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