Customer Service Specialist - ROI

Healthmark Group•Remote, US,

4h•$15 - $18•Remote

About The Position

The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will require you to meet daily goals and report to the Customer Service Manager with any reoccurring issues for resolution. He/she should align with HealthMark Group's core values, culture, and overall CRAFT of the company. This role is a remote position so the candidate must have reliable internet and a quiet background setting. This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve. This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs.

Requirements

Good written, verbal, and interpersonal communication skills to build successful working relationships with requestors, clients, and co-workers.
Detail-oriented and able to resolve customer issues in a timely manner.
Excellent follow-up skills and time management are essential.
Reliable internet and a quiet background setting.
Excellent communication skills, strong analytical and problem-solving skills
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

Nice To Haves

Previous Medical Records Experience
Knowledge of HIPAA
1+ year of Customer Service/ Call Center experience

Responsibilities

Must meet daily goal of 85 calls per day, averaging 11 calls per hour.
Assist clients, patients, and requestors with the status of requests for medical records via phone call.
Ensure notes are accurate and detailed. All actions require a note in Med-Release.
Provide excellent customer service promptly with accurate and concise information.
Build strong value-based relationships with customers - a passion for customer interaction is a must!
Ensuring customer satisfaction is a primary goal.
Resend, or cancel invoices.
Reprocess orders for missing information.
Obtain missing information for non-compliant requests from patients and requestors.
Data entry and other duties as assigned.
Fax and email records securely to requestors.
Work with other departments to ensure requests are sent promptly.