Mail Clerk Customer Service Representative; CSR

Location: Atlanta, GA

Remote Status: On-Site

Job : 1643

# of Openings: 1

Onco Health is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 14 million people in the US and Puerto Rico, Onco Health offers digital solutions for treatment review and virtual care across all cancer types.

The Mail Clerk Customer Service Representative (CSR) will be primarily responsible for Onco Health’s in-house mailing process for the Utilization Management (UM) business. This role will also fulfill other CSR responsibilities, such as the intake of all calls and Zen Desk requests (payers and providers) and helping resolve tier one issues (user resets, provider data management, fax and manual mailing process and other general questions).

This position will report to the Atlanta office and must have reliable transportation to support all mail duties.

• Flexible to work rotational shifts inside our office hours from 8:00 a.m. – 8:00 p.m. EST to cover the operational needs of the company. Shifts can range anywhere between Monday – Friday 8:00 am to 8:00 pm EST and Saturdays 8:30 am - 5:00 pm EST (Office hours may change/extend upon operational needs)
• In House Mailing Process
• Prepare and mail letters on weekends when assigned
• Courier mail to post office/UPS on daily runs to drop off mail
• Manage daily Turnaround reports to ensure timeliness on all cases with mailing
• Manage inbound calls and requests
• Collect and transfer non-clinical data into internal data management system
• Acquire structured clinical data to place into internal data management system
• Respond to customer queries timely and accurately
• Ensure customer satisfaction and provide professional customer support
• Triage, Resolve and/or Route requests using various systems as needed
• Accurately document and update requests
• Provide product support as assigned
• Respond promptly in inquiries and assist with resolution
• Perform on-going case audits by payer
• Work across the organization with stakeholders, subject matter experts and trainers to develop documentation and support new and existing products, features, and services
• Respond to customer and team member inquiries in an efficient and effective manner

• College degree or relevant experience preferred
• Experience working remote independently
• A minimum of 2 years of administrative experience and/or customer service or relevant educational attainment required
• 1-2 years in healthcare operations, medical offices, hospital mailroom, or any insurance operations is preferred
• Experience with fax queues, document management systems, EMH/EHR, medical billing or claims, and HIPAA compliance
• Advanced customer service skills, excellent interpersonal and active listening skills, ability to work well in a team
• Must also have multi-tasking, quality focus, problem solving, and documentation skills
  
  Skilled in the implementation of systems for program effectiveness and productivity required
• Must possess exceptional organizational and time management skills
• Reside within 25 miles of the Atlanta office: 7000 Central Parkway, Suite 1750, Atlanta, GA 30328

Onco Health is committed to remote, hybrid or in office work options. The majority of the team will be remote or in hybrid work arrangements with offices in Atlanta, GA and Guaynabo, PR. We are open to employees nationwide but work primarily in the Eastern and Central Time Zones. This position will report to our Atlanta, GA office on a daily basis.

Taking ownership of quick action, critically thinking through the needs, and working well with others are key competencies of team member success. Our leadership is dedicated to building a culture based on respect, clinical excellence, innovation – all with a focused mission of putting patients first!

We offer a full benefit package on your first day, along with a company bonus. You may visit or work from our very modern and engaging offices, and experience a fun, collaborative environment where social…