Customer Service Representative

Location Type: Remote Employment Type: Full-time

Position Overview

The Customer Service Representative (CSR) is responsible for the receipt of new cases, ensuring proper system drafting and setup, and facilitating the case assignment and scheduling process. Success at Dane Street relies on individual and team contributions, fostering a positive working environment that promotes client satisfaction and results.

Major Duties & Responsibilities

Handling Receipt of New Cases

• Intake new cases and review/verify information and requests.
• Draft cases by entering information into the Dane Street system, AccessDS.
• Collaborate with clients to obtain any missing information pertinent to claim processing.
• Sort, organize, and create medical document listings as required by clients and in line with specific special handling instructions.

Assignment of Cases

• Assign/schedule new cases to physicians for review based on location, reviewer availability, specific guidelines, jurisdictional requirements, and other client requirements.
• Ensure that assigned physicians have no conflict of interest with the case assignment.

Oversight of Cases

• Monitor, process, and track cases to ensure deadlines are met.

Client Interaction

• Provide frequent updates to clients on cases in progress.
• Communicate with clients regarding any questions about referral information to ensure proper documentation and information is provided to the assigned reviewer.
• Ensure proper documentation for specified cases is provided to the client.

Other Duties

• Perform other duties and special projects as assigned and based on business needs.

Requirements

Education/Credentials

• An Associate’s Degree is preferred.

Job Relevant Experience

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

Job Related Skills/Competencies

• Exceptional communication skills with a clear understanding of company business lines.
• Ability to apply critical thinking.
• Efficient time management skills and ability to meet specific deadlines.
• Computer literacy and typing skills are essential.

Work From Home Technical Requirements

• Must supply and support their own internet services.
• Maintaining an uninterrupted internet connection is a requirement for all work-from-home positions.

Benefits

• Medical, Dental, and Vision coverage for you and your family.
• Voluntary life insurance options for you, your spouse, and your children.
• Other voluntary benefits including hospital indemnity, critical illness, accident indemnity, and pet insurance plans.
• Company-paid basic life insurance.
• Company-paid short-term disability.
• Company-paid long-term disability.
• Generous paid time off policy.
• 401k plan with a company match.
• Apple equipment provided.
• Media stipend provided for remote workspace.

About Dane Street

Dane Street is a fast-paced, Inc. 500 Company with a high-performance culture, 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.

Working Conditions/Physical Demands

• May involve lifting, bending, or traveling as required to perform job duties.
• Involves long periods of sitting and computer work.