Customer Service Specialist

$50,000 - $55,000/Yr

Scan - Atlanta, GA

Full-time - Entry Level

Hybrid - Atlanta, GA

Insurance Carriers and Related Activities

About the position

The Customer Service Specialist at Scan.com plays a crucial role in facilitating communication between the organization and its patients, providers, and attorneys. This position focuses on delivering exceptional customer service by managing appointment scheduling, providing timely updates, and ensuring accurate documentation. The role is integral to maintaining high standards of communication and operational efficiency as the company continues to grow and innovate in the digital health space.

Responsibilities

• Serve as the key liaison between the organization and patients, providers, and attorneys.
• Maintain clear, professional, and empathetic communication regarding patient appointments and scan reports.
• Schedule appointments for patients as required and ensure timely follow-ups to minimize no-shows.
• Coordinate the timely delivery of scan reports, imaging records, and lien forms to attorneys.
• Manage and prioritize communications across phone, email, and text, ensuring prompt and accurate responses.
• Update and maintain accurate records of all interactions in the internal database and communication tools.
• Work closely with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service.
• Adhere to and exceed service-level agreements (SLAs) for response times and follow-ups.
• Document and escalate recurring issues to management and propose process improvements.

Requirements

• Experience in a fast-paced customer service or communications role, ideally in a healthcare or legal environment.
• Excellent communication skills across various platforms (phone, email, chat).
• Strong attention to detail and accuracy in communications and documentation.
• Proactive in identifying issues and collaborating with cross-functional teams to implement solutions.
• Self-starter mentality with the ability to manage multiple tasks and priorities effectively.
• Experience using CRM systems, scheduling software, and telephony platforms.

Nice-to-haves

• Experience in a healthcare or legal environment is preferred but not mandatory.
• Familiarity with communication tools such as Dialpad and Front.

Benefits

• Salary range of $50,000 - $55,000
• 401k
• Healthcare, Vision and Dental insurance
• Flexible working options (remote or hybrid)
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by the team for the team