CUSTOMER SERVICE REP II

Customer Service Rep II

Job Category : Administrative (Field) Requisition Number : CUSTO005670 Showing 1 location Job Details

Description

JOB SUMMARY :

Responsible for addressing client needs proactively with inquiries and overall service. Provides

customer services support for one or more new or established accounts alongside the account Manager.

Responsible for interacting with customers on multi levels and understanding and communicating

agreed upon expectations to clients and internal staff and increasing the client by providing excellent

service, commitment to the customer, and introducing additional services.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES :

Assists Account Management in :

Client Stewardship- Responsible for conducting regular stewardship meetings and overseeing

the integrity and delivery of client specific reports and information. Must perform in a

consultative role identifying trends and providing CorVel solutions to market and business

challenges.

Client Retention - Maintain continuous communication with customer(s) to ensure that all

service expectations are identified and maintained. Communicate and engage senior

management in account status, challenges and goals. Every national account and large account

will have an RVP assigned as a senior operations representative to the account.

Surface issues or potential issues to appropriate members of the management and executive

team proactively to remedy immediate concerns before they become issues. Maintain an open

items matrix to document all issues and resolution.

• Facilitate and coordinate internal customer set-up and external implementation.
• Coordinate and attend customer meetings. Ensure appropriate CorVel participants are engaged.
• Discuss, understand, and meet agreed upon standards as mutually determined by CorVel and

customer.

Develop / maintain account service instructions / communicate to service staff and post on the

Intranet.

Manage contract renewals / price increases; coordinate with the AE and / or management team as

appropriate.

Present information to assigned customers in an organized and persuasive fashion for contract

renewals, service issue discussions, or additional product sales.

• Regular attendance on the Monthly Account Manager Call.
• Monthly account updates and all new service opportunities documented in Salesforce.com.
• Follow CorVel policies and procedures.
• Requires regular and consistent attendance.
• Comply with all safety rules and regulations during work hours in conjunction with the Injury

and Illness Prevention Program (IIPP).

• Additional duties may be assigned.
• Answer phone calls, return phone calls.
• Answer emails from clients, providers and internal referring offices
• Review previous history of the provider in MedCheck, Scheck and SalesCloud.
• Consult with Supervisor or other departments to clarify answers to inquiries.
• Contact provider to discuss findings at the appropriate level.
• Maintain reports and spreadsheets as needed.
• Requires punctual and consistent attendance.
• Additional duties as assigned.

KNOWLEDGE & SKILLS :

• Knowledge of CERIS operations
• Effective oral, and written and communication skills
• Good organizational skills and ability to multitask
• Detail Oriented
• Proficiency with Microsoft applications.
• Contract negotiation, medical terminology and coding knowledge

EDUCATION / EXPERIENCE :

• High school diploma or equivalent
• Minimum 1 year as Customer Service Representative
• Customer service experience working in the Managed Care and Benefit Administration

industries

CERiS, a division of CorVel Corporation, a certified Great Place to Work Company, offers incremental value, experience, and a sincere dedication to our valued partners.

Through our clinical expertise and cost containment solutions, we are committed to accuracy and transparency in healthcare payments.

We are a stable and growing company with a strong, supportive culture along with plenty of career advancement opportunities.

We embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).

A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w / Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

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