Provider Customer Service Assurance Rep

Founded in 1964, our mission is to offer the most in transparency, simplicity and accessibility. For you, taking care of your eyes seems to be complicated, expensive, and exhausting. Why are you struggling to make sense of it all, while questioning why buying a pair of glasses has to be so hard? We at Davis Vision are "reframing" eye care!

The Provider Customer Service Assurance (PCSA) Representative is a liaison between the entry of optical orders and the laboratory manufacturing of these orders. This includes problem solving, reconciliation, and education. Also works closely with providers to ensure escalated issues are resolved timely and effectively. They also partner with providers to triage and assist with Professional Relations issues.

* Quality review of faxed optical orders. * Initiate corrections/changes to system of entry as required for accuracy. Follow with contacting the appropriate lab for their follow up * Completion of daily reports including but not limited to: invalids and forced orders. This includes reviewing, reconciling, adjusting, and distributing with education when applicable. * Responsible for education delivery from weekly reporting (keypunch, team report, fax error tracking, etc). * Handle calls on the Order Entry answer desk ensuring excellent customer service and educational development. * Provide Plainview job status and information retrieved from the PCSA Answer Desk. * Process order adjustments in Compuvision and CVX. * Provide order entry education information and feedback to associates. * Partner with Supervisors and Technical Assistants to provide educational support. * Process email inquiries timely and follow up with corrections and requests. * Partner with providers on specific billing questions and specialty needs. * Responsibility for the Provider Hotline which includes handling of all escalated concerns from providers. Ensure immediate follow up with all parties involved (labs, provider, Call Center supervisors, etc.) until satisfactory completion. Pursue root cause analysis for issues to find improvement opportunities. * Responsibility for provider billing inquiries related to Frame Tower returns, etc. * Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA). * Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. This is in addition to the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements.

**Education:** * High School Diploma, GED, or equivalent work experience **Experience & Background:** * Excellent order entry knowledge including above average quality. * Comprehensive knowledge of CompuVision. * Previous telephone experience. * Optical training preferred. * Demonstrated customer service experience. * Demonstrated problem solving ability.