Inbound Customer Service Representative

Role Overview

• Taking inbound calls from patients, providers, and partners regarding medical records requests
• Validating and authorizing PHI release over the phone
• Assisting with timely and accurate processing of requests off the phone
• De-escalating concerns and ensuring excellent customer satisfaction
• Act as the primary phone contact for ROI inquiries, validating and authorizing requests while maintaining professionalism and confidentiality
• 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.

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
• Previous Experience in Contact/Call Center environment, managing high-call volumes preferred
• Previous hospital/medical office experience is a PLUS
• Fast learner
• Dependable
• Team player
• Positive attitude
• Someone who strives to do more.