Customer Service Representative (Admin Support)

Job description

Aviation Medicine Advisory Service (AMAS), formerly known as Virtual Flight Surgeons, is a physician-based professional consulting firm that provides aeromedical advice and Federal Aviation Administration (FAA) medical certification assistance to pilots and air traffic controllers.

Job description

Customer Service/Administrative Support
Aviation Medicine Advisory Service - Centennial, CO

Work Hours: 7:15 am to 4:15 pm MT, Monday – Friday

Work Location: AMAS office, 15530 E Broncos Parkway, Centennial, CO 80112

Aviation Medicine Advisory Service (AMAS), formerly known as Virtual Flight Surgeons, is a physician-based professional consulting firm that provides aeromedical advice and Federal Aviation Administration (FAA) medical certification assistance to pilots and air traffic controllers. We provide services through a telephone and internet-based practice for a national client base. This is a full-time, hourly non-exempt position in an office setting.

We are looking for an energetic administrative professional to join our Client Services Team! This is a customer service position working closely with our clinical staff to provide assistance to pilots and air traffic controllers seeking FAA medical certification assistance. This position also requires strong administrative skills in order to support the Business Services team with Seminar planning and execution, and other business office tasks and projects.

Company Website: You can find more information about our services and our team at www.AviationMedicine.com

Key Responsibilities:

• Provide call center support and manage centralized email to communicate with our client population
• Process and document credit card charges for client inquiries
• Document all client encounters (calls, emails, documents, data, etc.) in client management software following established data security and privacy guidelines
• Ability to scan and upload large volumes of medical records and documentation into case management software
• Coordinates with pilots to request information and documents or provide status updates on behalf of the assigned physician
• Prepares and sends FAA case submissions via overnight carrier or electronically through FAA portal
• Tracks FAA case submissions through determination, updating status in internal tracking sheet and keeps client and assigned physician updated
• Manages Special Issuance Authorization (SIA) renewal program, ensuring renewal notifications are sent in a timely manner
• Interacts with clients, physician offices, disability and insurance carriers, and other outside agencies as needed
• Coordinates travel schedules and travel itineraries for subset of clients
• Creates and delivers base attendance reports on a monthly basis to client and union leadership
• Assists with planning and onsite support for education seminar and training events as requested
• Provides administrative support to the Business Services team as requested, assisting with trouble ticket management for IT and phones, and other ongoing tasks or projects

Qualifications:

• High School diploma or equivalent/GED
• 3 years previous customer service answering high volume incoming calls/small call center
• 3 years previous administrative support in an office setting
• Experience in Microsoft Office Suite including ability to learn case management software in Access database
• Experience in Salesforce a plus – company is transitioning from Access case management software to Salesforce Health Cloud
• Exceptional customer service focus with ability to demonstrate caring and empathy in a professional and business-friendly manner in all internal and external encounters
• Strong verbal and written communication skills
• Strong organizational skills with high attention to detail and accuracy
• Ability to easily switch focus and stay flexible in a high volume environment
• Team player with the ability to work independently
• Desire to continue to learn and grow in our small business environment

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• Monday through Friday 7:15 to 4:15
• Overtime as required.

Experience:

• Customer service: 3 years (Required)
• Office: 3 years (Preferred)