Location: Mason, OH, United States Job Identification: 1313 Job Schedule: Full time
Patient Advocate/Customer Service
Assurex Health is a commercial-stage, informatics-based precision medicine company providing treatment decision support to healthcare providers for behavioral health and chronic pain conditions. We help people achieve mental wellness with advanced CPGx™, a proprietary combinatorial pharmacogenomics technology providing individualized treatment support for neuropsychiatric conditions. Assurex Health is the leader in neuropsychiatric combinatorial pharmacogenomics. It was founded in 2006 with licensed, patented technology from Mayo Clinic and Cincinnati Children's Hospital Medical Center, who continue to be research collaborators.
Assurex Health is the only company in the category with multiple peer-reviewed, published studies that demonstrate the clinical validity and clinical utility of its technology, including its substantial health care cost savings benefit. The company has grown every quarter, and also has begun to expand internationally through a partnership with Canada's Centre for Addiction and Mental Health (CAMH).
The Customer Service Representative will coordinate all aspects of customer service on a daily basis for Assurex Health accounts according to the Standard Operating Procedures. The Customer Service Representative works in a high performance, customer-focused team environment and is responsible for a number of customer-oriented tasks in a call center environment. The main goal of the customer service representative is to ensure an excellent customer experience. This position will report to the Customer Service Supervisor.
Perform daily customer service activities to include: order entry, responding to customer inquiries, explaining information regarding test options and results according to Standard Operating Procedures via phone, email, fax or mail.
Resolve order exceptions within the specified time frame outlined in the Order Exception Process
Provide the customer with written information as needed
Assist with daily auditing of orders
Support daily registration functions
Assist in the daily review of order documentation to identify and stop potential reimbursement issues.
Refer technical inquiries to appropriate staff and ensure that proper follow up occurs
Interact with Sales, Laboratory and Billing staff
Ability to solve problems and deal with variables
Use telephone, computer and fax machine to correspond with customers regarding open orders
Maintains strictest confidentiality; adheres to all HIPPA guidelines/regulations and operates in accordance with standard operating procedures
Maintain excellent customer relationships to ensure customer satisfaction
Contribute to and participate in the implementation and continuous improvement process of the department
Provide adequate reimbursement consultation pre and post sales to our customers
Assist other departments as necessary
Associate degree or equivalent experience preferred
Proficient in all Microsoft software applications
Attention to detail and concern for impact is essential
Ability to recognize problems and bring them to the attention of a supervisor
Reimbursement experience in the healthcare industry, preferably in a laboratory environment
Strong verbal and written communication skills
Ability to read, analyze and interpret instructions, correspondence and contractual requirements
Must have the flexibility to work extra hours/shifts to meet corporate and departmental goals.
Skill in answering a telephone in a pleasant and helpful manner
Exceptional written and verbal skills
Excellent time management, scheduling, and organizational skills
Ability to manage multiple tasks in a fast-paced environment
Ability to work effectively under tight timelines and schedules
Ability to work independently and as a contributing team member
Ability to sense the importance or impact of issues and situations and take appropriate actions
Must be flexible, innovative, and self-motivated
Must have the flexibility to work extra hours to meet corporate and departmental goals
Strong communication, interpersonal and organizational skills
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender,national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
Please answer all questions completely. Please do not provide any information not specifically requested on this Employment Application form.