GENERAL SUMMARY
Responsible for maintaining Medicare Set-Aside (MSA) files by monitoring and tracking the status of each case throughout the administrative process. Responsible for developing and enhancing customer relationships by responding to customer inquiries concerning the status of each case. Resolves customer
concerns to meet or exceed customer service requirements.
ESSENTIAL RESPONSIBILITIES
- Interfaces with customers via telephone, written correspondence, fax, web, and/or electronic mail to respond to inquiries and resolve concerns, including those of a difficult and challenging nature. Takes responsibility for following through and bringing outstanding issues to closure.
- Investigates, analyzes, and resolves outstanding issues to achieve customer satisfaction; uses a systematic approach in solving problems through analysis and evaluation of alternate solutions.
- Communicates extensively, both written and verbally, with claims examiners, settlement brokers, and applicant and defense attorneys, to ensure the timely completion of each MSA allocation or future medical projection analysis.
- Works with coordination of benefits (COB) contractors and insurance carriers to insure all necessary information has been processed.
- Maintains all case files by entering required data into the MSA database in an accurate and timely manner.
- Acts independently within the framework of detailed policies and procedures to meet customer needs using sound decision making.
- Maintains phone quality and performance levels while working on customer-related projects.
- Work Comp experience preferred.
- Performs other duties as assigned.
Qualifications:
JOB SPECIFICATIONS
- High school degree or equivalent.
- Previous (1-2 years) experience in a customer services environment.
- Previous worker’s compensation experience preferred.
- Excellent verbal and written communication skills.
- Demonstrated effective keyboard skills. Must be able to navigate a computer/systems-dependent environment without assistance.
- Strong analytical and problem solving skills.
- Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships.
- Ability to effectively handle multiple tasks.
- Displays a positive, confident attitude; highly self-motivated and accountable.
- Ability to maintain regular and consistent attendance in accordance with company and departmental policies and procedures.
Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.
Job: Administrative Support Workers
Primary Location: Tampa, FL, US
Organization: 43000 - CHC Workers Compensation
Schedule: Full-time
Job Posting: 2013-01-31 00:00:00.0
Job ID: 1310402