Customer Service Representative

Empower AI Inc.

13h•Onsite

About The Position

Empower AI is AI for government, providing federal agency leaders with tools to elevate their workforce potential. Headquartered in Reston, Va., Empower AI leverages three decades of experience in Health, Defense, and Civilian missions. Their proven Empower AI Platform® offers a practical, sustainable path for clients to achieve transformation, resulting in a government workforce that is exponentially more creative and productive. Empower AI is recognized as a 2024 Military Friendly Employer. As a casual status Customer Service Representative I (CSR I) for Empower AI, Inc., you will contact and communicate with providers to obtain required medical record documentation in an expeditious manner. The CSR works in a fast-paced challenging environment using clear, concise descriptions of the requested provider documentation to avoid misunderstanding and the need for repeated follow-up calls. You will serve as a critical component in meeting our mission of providing excellent services to our clients. Your experience ensures an exciting and rewarding opportunity to be at the forefront of activities related to implementing healthcare reform on a national level. In assuming this position, you will be a critical contributor to meeting Empower AI’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Requirements

Associates Degree in any of the following disciplines: Medical Records, Computer Science
Or high school diploma or a G.E.D and two years of customer service, call center and/or medical record experience
Proficiency with computers and computer software, specifically MS Word and MS Excel
Ability to handle multiple phone lines throughout the business day
Ability to be able to speak clearly and articulate in a professional manner
Ability to work with others in a team environment

Nice To Haves

Extensive knowledge of medical records and their components, and medical record practices, policies and procedures desired.
Knowledge of medical terminology
Knowledge of healthcare and Medicare forms, documentation, and facilities
Bilingual (Spanish) CSR - must be fluent in speaking, reading and understanding the Spanish language.
Prefer at least one (1) year of customer service experience with call center detail

Responsibilities

Requests records and information from providers
Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
Analyzes provider questions to determine best use of resources to resolve the situation
Serves as liaison between the providers and the various departments or team members in response to inquiries
Professionally responds to all written inquiries (letter, e-fax, e-mail)
Processes rejected records that do not meet initial inspection criteria and contacts providers to resubmit legible copies
Assists providers in identifying what is being requested and answers their inquiries
Processes and verifies received records through provider communication indicating when invalid documentation is replaced or ready for assignment
Maintains competency and attends required education and training programs
Complies with all departmental protocols, policies and procedures
Performs other duties as assigned by Call Center Manager/Medical Records Supervisor