The Customer Service Agent is responsible for answering a multi-line telephone, triaging calls, scheduling appointments, and taking messages. The Customer Service Agent serves as a liaison between the caller and medical support or other staff to facilitate the smooth running of the healthcare environment and promote the delivery of quality patient care.
Generic title
Customer Service Agent
Pay Band
NEX Level 3
Management? (Yes/No)
No
E/NE status
Non exempt
Last revised
07/2018
1.0 Introduction
This assessment documents the physical demands and essential job functions of the Customer Service Representative position.
2.0 Physical Job Description
The Customer Service Representative will work simultaneously on the telephone and computer constantly throughout the day. A telephone headset is worn and keyboard and mouse use is frequent throughout the day. Information presented verbally and on the computer screen is processed. In the performance of work tasks the employee is regularly required to sit; use hands to finger, handle, and/or feel; and talk and/or hear and see. The employee is also occasionally required to stand and/or walk.
The estimated overall strength requirement of the job of a Customer Service Representative may be classified as ""Light."" Light work indicates that the job involves handling 0 to 20 lbs Frequently (F) or Significant Walking or Standing.
3.0 Operational Overview
The Customer Service Representative is responsible for the following job tasks.
Handling all incoming calls from patients, insurance carriers, etc. with billing questions
Coordinating resolution of billing problems or errors with team members
Escalating higher level complaints to customer service supervisor
Documenting all calls in patient accounts
Following through on resolution of patient accounts and ensuring resolution has occurred
Guiding workers comp / third party claims and following through to resolution
Responding to written correspondence
Assisting with insurance refund requests from insurance carriers for clients
Assisting with credit balance reports for clients
The Customer Service Representative handles complaints and processes requests requiring proficiency with different types of technology and computers; using a keyboard and a mouse are essential. No direct patient care task interaction is performed by this employee.
3.1 Work Hours/Shifts:
Shift duration is 8 hours
3.2 Working Environment:
The work is performed indoors, and inside the office.
The building is climate-controlled.
The flooring presents little rolling resistance to any push/pull tasks.
3.3 Tools, Equipment, Work Aids:
Customer Service Representatives follow a standard dress code.
All computer work is done at seated workstation.
A computer keyboard, mouse, monitor, and telephone headset are used constantly.
4.0 Physical Demands Analysis
The following tables detail the individual physical demands using the following six categories: Mobility, Strength, Upper Extremity Postural Activity, Sensory/Perceptual, Work Environment, and Conditions of Work.
Key1: Exposure Time & Strength Rating
Rating of Exposure Time
Definition (Hrs of time)
Not Observed (N/O)
Not Observed
Infrequent (I)
< 1 Hr
Occasional (O)
1 – 3 Hrs
Frequent (F)
3 – 6 Hrs
Constant (C)
6 – 8 Hrs
Strength Rating
DOT Definitions
Sedentary
0 to 10 lbs performed Occasionally (O)
Very Light
0 to 20 lbs performed Infrequently (I)
Light
0 to 20 lbs performed Frequently (F) or Significant Walking or Standing
Medium
20 to 50 lbs performed Occasionally (O) Or 10 to 20 lbs performed Frequently (F) or 10 lbs performed Constantly (C)
Heavy
50 to 100 lbs performed Occasionally (O) or 25 to 50 lbs performed Frequently (F) or 10 to 20 lbs performed Constantly (C)
*Based in part on US Department of Labor's Dictionary of Occupational Titles (DOT), Physical Demands Strength Rating, 1991
Key2 : Essential Function Tasks
Task #
Task Description
1
Occasionally pushing/pulling chair, drawers, doors; force will vary from 2 lbs to 7 lbs.
2
Infrequently lifting/carrying office items ranging from 1 lb. to 20 lbs.
3
Reaching to 65"" occasionally to access shelves and cabinets.
4
Infrequently bending, stooping, crouching to file forms, paperwork and to pick up fallen items.
5
Constantly sitting while interacting with computer and telephone; visually identifying electronic documents, labels, computer displays, and peripherals to properly perform work.
6
Standing and walking to perform office tasks and interact with colleagues and supervisor.
Table 1: Mobility
Activity
Duration
Essential Function Task
Example
Sitting
C
1,2,3,4,5
Seated 90% of the time
Standing
O
1,2,3,4,5,6
Walking
O
2,3,4,5,6
Running
N/O
Climbing
N/O
Bending/Stooping
I
1,2,3,4,5,6
Filing or to pick up something fallen
Crouching
I
1,2,3,4,5,6
Kneeling
I
1,2,3,4,5
Crawling
N/O
Twisting
O
Balancing
I
1,2,3,4,5
Table 2: Strength
Activity
Duration
Essential Function Task
Example
Lift 0-10 lbs
O
2,3,4,5
Lift 11-20 lbs
I
Lift 21-50 lbs
N/O
Office supplies unlikely to exceed 20 lbs
Lift >50 lbs
N/O
Table 2: Strength
Activity
Duration
Essential Function Task
Example
Carry 0-10 lbs
O
2,3,4,5,6
Carry 11-20 lbs
I
6
Carry 21-50 lbs
N/O
Carry >50 lbs
N/O
Pushing 0-10 lbs
O
1,2,3,4,5,6
Pushing 11-20 lbs
N/O
Pushing 21-50 lbs
N/O
Pulling
I
1,2,3,4,5,6
Table 3: Upper Extremity Postural Activity
Activity
Duration
Essential Function Task
Example
Reaching above shoulder
I
1,2,3,4,5
Reaching to side
O
1,2,3,4,5
Wrist Movements
F
1,2,3,4,5
Keyboard/mouse use
Finger Movement
F
1,2,3,4,5
Keyboard/mouse use
Striking Hand
N/O
Throwing
N/O
Table 4: Sensory/Perceptual
Activity
Duration
Essential Function Task
Example
Talking/Speech
C
2,3,4,5,6
Communicating with co-workers, patients
Hearing/Listening
C
2,3,4,5,6
Communicating with co-workers, patients
Seeing/Vision
C
1,2,3,4,5,6
Viewing computer monitor, paperwork
Reading
F
2,3,4,5
Reading monitor paperwork
Writing
O
2,3,4,5
Possible note taking
Keying/Mousing
F
2,3,4,5
Table 5: Work Environment
Activity
Duration
Essential Function Task
Example
Inside Work
C
1,2,3,4,5,6
Outside Work
N/O
Hot
N/O
Cold
N/O
Humid
N/O
Dry
N/O
Dust
N/O
Moving Objects
N/O
Hazardous Machines
N/O
Electrical
N/O
Sharp Tools
N/O
Table 5: Work Environment (continued)
Activity
Duration
Essential Function Task
Example
Radiant/Thermal Energy
N/O
Congested Work
N/O
Table 6: Conditions of Work
Activity
Duration
Essential Function Task
Example
Traveling
N/O
Work Alone
N/O
Work Independent but in a Group
C
1,2,3,4,5,6
Deadline Pressures
I
1,2,3,4,5,6
Interact with Public on the telephone
F
2,3,4,5
Operate Equipment /Machinery
O
2,3,4,5
Computer, printer, copier, fax
Completed with: Mr. Felix Crux, CSR
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