Call Center Representative/ Chaser (United States)

Job Summary

The Call Center Representative / Chaser is responsible for managing inbound and outbound communications to support case processing and completion. This role includes coordinating applicant appointments, handling call center inquiries and proactively following up with medical provider offices to obtain missing documentation, correct errors, and secure updates on outstanding exams. The position plays a critical role in ensuring timely, accurate, and compliant case completion in accordance with government contract requirements.

Duties and Responsibilities

• Answer and manage inbound calls for the IME Case Management Call Center, providing professional and timely customer service.
• Assist applicants with scheduling and coordination of medical appointments.
• Conduct outbound calls to medical provider offices to obtain missing medical records, exam results, and required documentation.
• Follow up with provider offices to correct errors, clarify discrepancies, and ensure accuracy of submitted information.
• Request medical records via phone, email, and e-fax as directed.
• Monitor and track outstanding items, providing status updates and ensuring timely resolution.
• Download, review, and properly label medical records in PDF format in accordance with government contract guidelines.
• Maintain accurate documentation of all communications and follow-up efforts in the system.
• Collaborate with internal teams to resolve delays and support workflow efficiency.
• Perform data entry and maintain organized electronic records.
• Other duties as assigned.

Working Hours

• 9:30AM-6PM EST

Required Skills

• Strong verbal and written communication skills, with the ability to professionally engage with provider offices and applicants.
• Proficient computer skills, including Microsoft Office and Adobe Acrobat/PDF.
• Ability to manage high call volumes and multitask in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to follow up persistently and professionally to obtain required information.
• Comfortable adapting to changing priorities and workload demands.
• Data entry experience with a high level of accuracy.

Education and Experience

• High school diploma required.
• Minimum of two (2) years of call center, medical records, or related administrative experience preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working using a computer.

Equal Employment Opportunity Statement

CIV Team is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics. CIV Team is committed to building an inclusive workplace where individuals feel respected, valued, and able to contribute fully to organizational goals.