Customer Service Specialist - Outreach

Healthmark Group•Remote, US,

1d•$16 - $18•Remote

About The Position

HealthMark is a mission to revolutionize how medical records are released to patients, providers, and other stakeholders. We provide tech-enabled solutions that help health systems, hospitals, FQHCs, provider-led networks, and other care providers deliver the right medical records to the right patient. This role involves ensuring HealthMark provides excellent customer service by being client-focused. The specialist will monitor company emails, faxes, and chat lines, provide detailed information to requestors regarding the status of medical records, and field inquiries to the appropriate departments. Accuracy and detail in notes within Med-Release are crucial. The role requires an understanding of all HealthMark-Group departments' roles and responsibilities, as well as the proper use and understanding of statuses. The specialist will securely fax and/or email records, assist requestors and patients with submission processes (online or fax), and guide them on downloading records through Med-Release. Daily goals include resolving 100 emails or 200 faxes, depending on the assigned inbox. This position may require regular access to Protected Health Information (PHI) and/or confidential client data, necessitating a strong understanding of confidentiality requirements, adherence to HIPAA regulations, and organizational privacy and security policies. Timely completion of all required training programs is mandatory.

Requirements

Excellent communication skills, strong analytical and problem-solving skills
Type 35+ WPM
Ability to multi-task, prioritize duties, and have strong time management skills
Proficient computer skills with software applications such as Microsoft Office
Maintain a positive, empathetic, and professional attitude toward customers always
High school diploma or GED required
Previous Medical Records Experience – Knowledge of HIPAA preferred but not required

Nice To Haves

Fast learner, Ability to adapt to change/ flexibility a must
Self-motivated and able to work independently - Quick worker - Someone who strives to do more
Dependable
Candidate must maintain a high level of business integrity and diligence
Passionate about people and be able to show patient empathy is a must
Team player
Positive attitude

Responsibilities

Monitor the company emails, faxes, and chat line as assigned.
Provide detailed information while assisting requestors with status of requests for medical records.
Field emails or faxes to the appropriate departments.
Ensure notes are accurate and detailed. All actions require a note in Med-Release.
Provide detailed information to clients, patients and requestors.
Have an overview of all HealthMark- Group departments’ roles and responsibilities.
Know the proper use and understanding of statuses.
Fax and/or email records securely to requestors when requested.
Assist requestors and patients on how to submit a request online or by fax.
Assist requestors on how to download medical records through Med-Release.
Meet daily goals of 100 emails resolved or 200 faxes depending on assigned inbox.