Inbound Customer Service Representative
About The Position
HealthMark Group is growing and looking for bright, energetic, and motivated candidates to join our team. This is an entry level position and an exciting opportunity for someone looking to start their career with a fast-growing company. We are expanding rapidly and have created unique roles that need qualified candidates. This is primarily an inbound call-taking role within our Release of Information (ROI) department, where you will be the first point of contact for patients and customers requesting medical records. Alongside handling calls, you will assist with processing and fulfilling those requests efficiently and accurately as needed.
Requirements
- Comfortable and confident handling high volumes of inbound customer calls
- Strong communication skills with the ability to remain calm and empathetic on the phone
- Ability to multitask between phone conversations and administrative processing tasks
- Fast learner
- Dependable
- Team player
- Positive attitude
- Someone who strives to do more.
Nice To Haves
- Previous Experience in Contact/Call Center environment, managing high-call volumes preferred
- Previous hospital/medical office experience is a PLUS
Responsibilities
- Answer inbound calls from patients and healthcare providers, providing excellent customer service and information regarding release of information requests.
- Act as the primary phone contact for ROI inquiries, validating and authorizing requests while maintaining professionalism and confidentiality.
- Handle inbound calls and customer service inquiries, dedicating any idle time to processing requests, performing quality checks, and managing records.
- Complete all incoming ROI requests in a timely and efficient manner.
- This position must maintain 100% ROI Accuracy.
- This position must complete all STATs within an hour and maintain a 24-hour turnaround time for all other ROI requests.
- This position must keep all queues current.
- Validates requests and authorizes for release of PHI according to established procedures.
- Performs quality checks on all work to ensure the accuracy of the release, confidentiality, and proper invoicing.
- Maintains confidentiality, security, and standards of ethics with the employer and medical records information during transport, storage, and disposal.
- Complete legal affidavits and questions as needed.
- Regularly scan ROI request into chart.
- Abides by the ROI policy specific to both HealthMark and the client.
- This position must maintain a neat, clean, and professional personal appearance and observe the dress code established by the client.
- This position must maintain a clean and orderly work area. Ensure that records and files are properly stored before leaving the area and ensure adequate supplies to meet needs.
- Maintain and update facility guide as needed.
- Provides excellent customer service by being attentive and respectful.
- Follows-through as promised.
- Proactive in identifying PT complaints with the ability to de-escalate as needed.
- Communicate effectively with customers.
- Achieve maximum customer satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
