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 examinees and network providers to schedule employment-related examinations. Interacts daily with other Acuity team members and provider network partners. Hours may vary to include weekends. Whether the position or person is suitable for hybrid work is based on the nature of the job duties, contract, and/or management’s discretion. Duties and Responsibilities include coordinating with examinees and network providers to schedule employment-related examinations, following different protocols for each program, utilizing supporting software to process examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client. Works closely with medical team, examinees, employers, and contracted facilities to ensure completion of the examination process. Contacts examinees and facilities to schedule requested examinations and providers regarding missing or incomplete examination results. Files, scans, and retrieves exam results including laboratory, medical, and final determinations. Provides professional and gracious customer service, processes inbound and outbound phone calls, faxes, email, and mail. Handles routine customer inquiries and assesses call escalation; redirects calls as needed to the appropriate manager. Meets or exceeds established standards for quality, customer service, productivity, and service level guidelines. Handles all medical and drug screen results compliant to HIPAA standard practices. Other duties as assigned. May participate in interdepartmental project groups or task forces. May assist other departments with routine administrative duties. Performs duties in a safe manner following 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.
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