Job Description

JOB SUMMARY

The Customer Service Representative Administrator will be responsible for overseeing the administrative duties that are related to the customer service process, including uploading medical records, addressing and delegating intakes, and drafting addendums.

Dane Street’s success relies on individual and team contributions every day. We care for our customers, each other and Dane Street. It is the responsibility for all of us to maintain a positive working environment that promotes client satisfaction and results.

MAJOR DUTIES & RESPONSIBILITIES

• Draft incoming referrals including demographic information, diagnosis, requested due date, and specialty within a timely manner of receipt.
• Correctly & accurately complete the intake process by closing the intake according to proper workflow procedures.
• Filter through client emails throughout an 8-hour workday providing necessary information to the appropriate referral while also delegating/escalating emails to the appropriate team member.
• Assist with Dane Street’s “Intake” to ensure that incoming referrals, records, fee schedules, etc. are uploaded into the respective case timely and with the appropriate notifications made.
• Handle outreach emails/calls to clients in order to obtain the necessary information and/or medical records for the case to ensure proper handling.
• Request and pull medical records from client platforms such as iCase and upload them to the respective referrals. Notify the CSR team once medical records are received.
• Select and assign incoming referrals, ensuring the queues are evenly distributed between CSRs and QA staff.
• Invoice referrals on the CSR and QA board based on the confirmed physician’s fees and client quotes.
• Assist in auditing referrals with upcoming due dates to ensure the case was processed correctly.
• Assist with physician outreaches and referral assignments when team members are on PTO.
• Upload medical records to the appropriate cases and follow up on related reports.
• Draft addendums and perform report follow-ups as needed.
• Address and delegate intakes, ensuring tasks are handled with a sense of urgency.
• Work efficiently through technology multitasking across various platforms and systems.

Other duties & special projects, as assigned and based on business needs.

Requirements

EDUCATION/CREDENTIALS:

An Associate’s Degree or Bachelor’s Degree is preferred.

JOB RELEVANT EXPERIENCE:

Business experience in a healthcare and/or insurance setting is preferred.

JOB RELATED SKILLS/COMPETENCIES:

• Present exceptional communication skills with a clear understanding of company business lines.
• Ability to apply critical thinking, manage time efficiently and meet specific deadlines.
• Computer literacy and typing skills are essential.
• Works efficiently through technology and has a strong sense of urgency.
• Multitasking skills are crucial to handling various responsibilities simultaneously.

WORKING CONDITIONS/PHYSICAL DEMANDS:

Any lifting, bending, traveling, etc. required to do the job duties listed above. Long periods of sitting and computer work.

WORK FROM HOME TECHNICAL REQUIREMENTS:

Supply and support their own internet services.

Maintaining an uninterrupted internet connection is a requirement of all work from home position.

This job description is subject to change at any time.

Benefits

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace. 

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.

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