San Dimas, California

Job Summary:

Reporting to the Operations Supervisor, the Medical Case Administrator (MCA), Senior Specialist receives and responds to inbound client calls and e-mails, ensuring exceptional customer service is provided with every interaction in accordance with contractual requirements.

Essential Duties and Responsibilities:
  • Review tabs and manage the assignment of caseload and/or follow-up action items to appropriate MCA
  • Untrack and reactivate cases as requested by MCAs
  • Create, train, and maintain Client Portal users
  • Assist or serve as back-up for MCA as needed
  • Review and approve CRM requests
  • Find alternatives to scheduling such as request for specialty change or travel approval
  • Handle and manage misdirected invoice(s)
  • Assist with internal/external clients and providers for problem resolution
  • Train new employees and/or temps, and retains employees as necessary
    • Perform User Acceptance Testing (UAT) as needed
    • Create new agencies in Tracking Tool and add/update work orders, perform self-assessment penalties, and coordinate outreach events and flu voucher program as needed by the contract
    • Perform other duties and responsibilities as assigned
    Competencies:
    • Posses excellent verbal and written communication skills
    • Demonstrate superior customer service skills
    • Self-motivated and possess exceptional interpersonal skills
    • Detail-oriented and possess the ability to effectively plan, prioritize, and organize their work
    • Ability to effectively manage competing priorities in a fast paced environment
    • Superior follow-up skills
    • Knowledge and understanding of medical terminology preferred
    • Knowledge of Windows 7 Operating System, Microsoft Office, Outlook, Excel, Word, Internet Explorer
    Education and/or Experience: (includes certificate & licenses)
    • High School diploma, or equivalent (GED)
    • At least 5 years of relevant experience
    This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

    QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

    San Dimas, California

    QTC, a Leidos company, is the largest provider of disability and occupational health examination services. Our more than 35-year history has been marked by a focus on delivering high quality, technology-driven, exam solutions for our clients. QTC applies a customized, systematic operational workflow to administer evaluations, supported by innovative technology that achieves extraordinary quality, timeliness, and customer service goals. We apply a customized, systematic operational workflow to administer independent medical examinations and associated services. This workflow is supported by secure information technology and achieves extraordinary quality, timeliness, cost-effectiveness, and customer service goals. We believe in efficiency which is why our business is based on a one-stop-shop approach. QTC’s proprietary technology automates the examination workflow and provides clients with real-time access to case information, tracking, and reporting. Our network is supported by more than 1,000 experienced clinical, corporate and operational associates, and more than 90 clinic locations that include physicians, registered nurses, licensed vocational nurses, medical assistants, phlebotomists, radiographic technology technicians, and various ancillary support personnel.

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