Support Center Specialist

Penstock Grp.•Williamsville, NY

About The Position

Penstock is searching for a Support Center Specialist who will be working in a fast-paced, results-driven environment dedicated to creating lasting change in the healthcare financial system. As a member of the Penstock team, the Support Center Specialist will document and resolve requests, complaints, and general inquiries from Providers using the support center ticket management system. This role is responsible for assisting end-users in troubleshooting any service or application issues or questions in a professional, timely, and efficient manner, applying best practices and internal tools and exhausting all available resolution resources before escalation. The Support Center Specialist is also responsible for outgoing correspondence generation and tracking based on project review and monitoring timelines and for performing follow-up activities, as needed. This role is also responsible for processing paper and other document formats into an electronic document management (EDM) system. EDM responsibilities include preparing hard copy documentation, scanning, indexing, and performing quality checks on documents prior to placement into the EDM system.

Requirements

College degree, certificate in medical coding or relevant experience required
Excellent verbal, written, and interpersonal skills and ability to communicate with clients and staff at all levels
Ability to multi-task in fast-paced environment
Customer service experience
Demonstrated knowledge of computers and Windows operating systems
Ability to learn and support new applications

Nice To Haves

Experience working in the Healthcare Industry
Medical terminology and experience with electronic medical records preferred
Minimum of three (3) months experience in a clerical or customer service-related position, preferably in medical or health provider environment or equivalent combination of education and experience
Ability to follow written policies and procedures

Responsibilities

Prepare paper documents prior to scanning; screen all incoming documents to verify document types for appropriate EDM placement
Batch documents in the appropriate order for prioritization using document types and tracking dates
When necessary, communicate with providers and office personnel to ensure appropriate documentation has been received for placement into the EDM system
Scan document utilizing imaging software which interfaces into an EDM system; ensure proper image quality and calibrate, as appropriate
Appropriately index each medical record or document type using defined data elements, assuring each document is assigned to the correct provider, account, and document type
Perform Quality Reviews and determine proper alignment, readability, and correct number of documents have been scanned
Follow HIPAA guidelines when handling PHI
Complete end of day processes by filing all non-electronic documentation in secured file area
Perform follow-up in timely manner to confirm resolution based on appropriate action on behalf of requestor and management
Receive and respond to large volumes of inquiries via email, phone, or fax, documenting all communications in writing and including all supporting documentation, providing solutions or responses, and using the ticket management system
Guide end users through troubleshooting and navigating any software issues