AdNet/AccountNet Inc.

Customer Support

• Supporting a live call queue during scheduled project hours.
• Using company-provided equipment to access multiple systems and tools.
• Handling back-to-back inbound calls involving complex fraud-related situations.
• Following documented procedures to ensure accurate and consistent call handling.
• Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3).
• Managing emotionally challenging interactions while maintaining professionalism.
• Communicating effectively in a fast-paced virtual environment.

Call Center Customer Service Specialist

Human Resources

• Design and maintain daily schedules for phone, chat, case, and off-phone assignments
• Collaborate with stakeholders to capture staffing needs and balance workload
• Track agent adherence and productivity in real time; flag deviations promptly
• Process time-off requests, schedule adjustments, and exception handling efficiently
• Lead forecast meetings with leadership, presenting data-backed staffing recommendations to meet service-factor targets
• Build and refresh dashboards and reports on scheduling trends, KPIs, and service performance
• Recommend and implement procedural changes to improve communication and operational efficiency
• Configure workforce-management tools to capture accurate agent productivity metrics
• Stay current on WFM trends and apply industry best practices to improve processes
• Work autonomously with minimal supervision while delivering high-quality results

HR Assistant III – Workforce Management Specialist

Medical Reviewer

• Provide independent medical documentation review and functional capacity analysis
• Review and summarize medical documentation
• Identify functional limitations tied to medical conditions
• Prepare structured written assessments
• Recommend follow-up questions for RA coordinators
• Identify and escalate complex multi-system cases to physician reviewer when appropriate

Nurse Practitioner, Medical Reviewer – Reasonable Accommodations Program

• Provide independent medical documentation review and functional capacity analysis to support RA determinations under the Rehabilitation Act of 1973 and aligned with EEOC.
• Conduct independent review of medical documentation.
• Analyze diagnosis and sufficiency, and functional limitations (not just the condition). Alignment with essential job functions.
• Provide written clinical opinions including whether impairment substantially limits major life activities, functional restrictions and duration, consistency of documentation, and need for clarification or additional medical information with recommended follow-up questions.
• Advising on medical plausibility of requested accommodations.
• HIPPAA aligned confidentiality.
• Defensible, audit ready documentation.

Medical Reviewer, Reasonable Accommodations Program – MD or DO Required

• Supporting a live call queue during scheduled project hours.
• Using company-provided equipment to access multiple systems and tools.
• Handling back-to-back inbound calls involving complex fraud-related situations.
• Following documented procedures to ensure accurate and consistent call handling.
• Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3).
• Managing emotionally challenging interactions while maintaining professionalism.
• Communicating effectively in a fast-paced virtual environment.
• Completing additional tasks and duties as assigned.