Customer Service Representative I

Empower AI is an innovative company focused on providing AI solutions for government agencies. The Customer Service Representative I will be responsible for communicating with providers to obtain necessary medical record documentation and ensuring excellent service to clients in a fast-paced environment.

Responsibilities:

• Requests records and information from providers
• Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
• Analyzes provider questions to determine best use of resources to resolve the situation
• Serves as liaison between the providers and the various departments or team members in response to inquiries
• Professionally responds to all written inquiries (letter, e-fax, email)
• Processes rejected records that do not meet initial inspection criteria and contacts providers to resubmit legible copies
• Assists providers in identifying what is being requested and answers their inquiries
• Processes and verifies received records through provider communication indicating when invalid documentation is replaced or ready for assignment
• Maintains competency and attends required education and training programs
• Complies with all departmental protocols, policies and procedures
• Performs other duties as assigned by Call Center Manager/Medical Records Supervisor

Requirements:

• Associates Degree in any of the following disciplines: Medical Records, Computer Science, Or high school diploma or a G.E.D and two years of customer service, call center and/or medical record experience
• Proficiency with computers and computer software, specifically MS Word and MS Excel
• Ability to handle multiple phone lines throughout the business day
• Ability to be able to speak clearly and articulate in a professional manner
• Ability to work with others in a team environment
• Extensive knowledge of medical records and their components, and medical record practices, policies and procedures desired
• Knowledge of medical terminology
• Knowledge of healthcare and Medicare forms, documentation, and facilities
• Optional - Bilingual (Spanish) CSR - must be fluent in speaking, reading and understanding the Spanish language
• Prefer at least one (1) year of customer service experience with call center detail