Medical Customer Service Liaison

Medical Customer Service Liaison - Helena, Montana - MSF

Montana State Fund (MSF) is more than just an insurance company. We are a team of dedicated professionals committed to making a positive impact. Our mission is to support our community by providing exceptional workers' compensation coverage and promoting workplace safety.

About the job:

Do you thrive on coordination and providing exceptional customer care? As a Medical Customer Service Liaison, you are the essential link that ensures injured workers receive timely and accurate medical support. You'll be directly facilitating access to care and driving positive outcomes for Montana's workforce.

Required Skills

What you will do:

• Medical Appointment Coordination and Scheduling: Schedule and confirm all necessary medical appointments with a strong focus on customer experience. Contact medical provider offices to arrange transfer of care, initial visits, follow-up office visits, Impairment Rating (IR) appointments, Independent Medical Examinations (IME), and Functional Capacity Evaluations (FCE). Send written appointment confirmation letters to the injured worker and attorney, if necessary. Schedule medical appointments via phone, fax, or email, verifying records are received. Follow up for dates of next office visits via phone, fax, or email.

• Claims Support and Resource Expertise: Serve as primary subject matter expert resource and first point of contact for claims examiners and nurses. Promote and enhance customer service by orienting and training new claims examiners on all MCSL services and available information. Update provider contact lists and serve as critical resource for claims staff regarding medical specialists in specific geographic regions. Facilitate MCSL meetings with Operations Department, and submit quarterly helpful hints regarding processes to increase efficiencies.

• Process and Relationship Management: Actively manage and maintain professional relationships essential to claims process. Develop working relationships with medical provider offices and coordinate with Provider Relations Specialist regarding provider updates or performance issues. Review, develop, and maintain Medical Customer Service Liaison desk level procedure manual, ensuring all processes remain current and effective.

Job location: Initial training will be onsite in our Helena, Montana office and a hybrid presence ongoing. Our hybrid expectation is a minimum of one day per week in the building.

Compensation and Benefits: Starting salary for this non-exempt position begins at $37,200 - $46,400 per year.

Montana State Fund offers excellent benefits, paid time off, and a competitive compensation program, including:

• Excellent health insurance with dental, vision, life, long-term disability and more, with optional dependent coverage.
• Flexible spending accounts for dependent care and medical expenses.
• Public employees' retirement plan tax-deferred contributions with a generous employer match.
• Optional 457(b) deferred compensation to further increase retirement savings.
• Higher education reimbursement and other training and development programs.
• Robust personal leave, paid holidays, and extended leave.