Executive-Customer Care Voice-Customer Experience

The intake agent will receive and review the fax images and start data entry in the system. • Validate and verify the provider and member using all compliance metrics. • Create the precert case and route the case to the appropriate bucket for initial or final review. • Attach the fax for existing precert cases needing additional information. • Intake agent needs to determine whether case should be cancelled or build • Investigate previous case history to determine case outcome • Fax back providers • Research certain drugs • Data capture from system to template.   Navigate through multiple systems / applications for data gathering • Proficiency with computer skills (navigating multiple systems and keyboarding) • Understand the goals and standards to ensure that quality and productivity standards are met • Accurate and timely updating of the database • Meet the agreed upon KPIs as per the operational definitions and targets • Participate in the User Acceptance Testing as needed • 98% - 100% attendance during training/nesting period is required • Tying speed – 25-30 words/minute with 90% accuracy • Must be flexible to work hours with Monthly work schedules changes