Client Services Assistant

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  • As an Equal Employment Opportunity Employer, DAVIS has reporting requirements which require us to invite employees to voluntarily self-identify their race/ethnicity. Submission of this information is voluntary and refusal to provided it will not subject you to any adverse treatment. The information obtained will be kept confidential.
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Client Services Assistant

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  • Title:

    Client Services Assistant
    • City:

      Oklahoma City
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Client Services Assistant

Job Description:

  • Handle all inbound customer contact received by telephone
  • Troubleshoot both complex medical/technical and routine requests
  • Place outbound and received inbound calls to customers in accordance with call log procedures and policies
  • Receive, resolve and follow-up with the most complex customer.

Job Details:

  • Handles customer inquiries received by telephone regarding the health plan services that the customer is entitled to which we are contracted to assist with.
  • These will include but are not limited to the following types of services: In Home Wellness Assessment exams, DRE exams, DEXA exams, etc.
  • Discuss the health plan approved services with the customers using established protocols
  • Document reporting or call history in required format and maintain complete and accurate records
  • Contact the customer to resolve routine matters related to the health plan approved services (such as a need for the Provider to reschedule an appointment)
  • Report customer or provider concerns using established protocols
  • Understands the importance of Quality Service and how it is measured
  • Escalates issues as appropriate using established protocols
  • Provide research and resolution on complex issues, including those that have been referred by PCC I and PCC II Be certified as a SME (Subject Matter Expert) in one area (i.e, DEXA, Mapping, Rebuttling, etc)
  • Provides peer to peer coaching and mentoring to new hires, PCC I and PCC II
  • Remains current on PCC I and PCC II tasks and processes
  • Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement
  • Provide floor support for team
  • Responsible for maximizing quality and efficiencies to meet department goals
  • Leads by example in demonstrating “Everyday Excellence ” behaviors
  • Maintains performance and quality standards as defined by the business.
  • Maintain an availability % of 90% or greater, quality scores of 95% or greater, and making 100 calls a day
  • Perform other duties as required to meet the customer requirements
  • Medical background not needed- more of customer service/sales
  • Sales background is positive- good negotiation skills helpful
  • Great computer skills and customer service skills needed.


Please call 901-209-0805 OR 901-209-0537 for more details. 

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