Customer Care Specialist I (Rails)

About the Role

The Administrative Support role provides exceptional customer service to Acuity team members within the Occupational Health Services business unit, assisting with medical exam and drug screening programs. The position coordinates examinations with examinees and network providers, interacts daily with internal teams and external partners, and may require flexible hours, including weekends, with pay at $16.20 per hour. Key responsibilities include scheduling employment‑related examinations, adhering to program‑specific protocols, using software to manage appointments and billing, communicating with examinees, providers, and employers, handling documentation, and delivering professional customer service across phone, email, and mail channels. • Schedule employment‑related medical exams and drug screenings with examinees and network providers. • Follow program‑specific protocols, processes, and policies. • Use scheduling and billing software to track appointments, progress, and final status. • Communicate exam details and results with medical teams, employers, and contracted facilities. • Contact providers to resolve missing or incomplete examination results. • File, scan, and retrieve laboratory, medical, and final determination reports. • Provide professional and courteous customer service via phone, email, fax, and mail. • Handle routine inquiries and assess call escalations, redirecting as needed. • Meet or exceed quality, productivity, and service‑level standards consistently. • Manage medical and drug‑screen results in compliance with HIPAA regulations. • Participate in interdepartmental projects, task forces, and assist other departments. • Perform duties safely, adhering to corporate safety policies and OSHA/VPP standards. • Identify and report safety “close calls” and maintain a clean, orderly work area. • Serve on safety, wellness, or OSHA VPP committees as required. • Maintain high organization, detail orientation, and dependability in all tasks.

Key Responsibilities

• ▸exam scheduling
• ▸scheduling software
• ▸billing software
• ▸hipaa compliance
• ▸document management
• ▸customer service

What You Bring

The role requires a high school diploma or equivalent, solid customer‑service experience, flexibility in scheduling, proficiency with MS Office, Adobe Acrobat, and database applications, strong organization and attention to detail, dependability, excellent written and oral communication skills, and the ability to pass a background check and drug screen. Preferred qualifications include at least one year of office experience, familiarity with medical terminology, and prior call‑center experience. The position is performed in a typical office environment, may involve prolonged sitting or standing, and occasional lifting of up to 15 lb.

Requirements

• ▸high school
• ▸customer service
• ▸ms office
• ▸adobe acrobat
• ▸database
• ▸communication

Work Environment

Hybrid