Inbound Customer Service Representative

Job Summary

Required Qualifications

• •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
• •Previous hospital/medical office experience
• •Fast learner
• •Dependable
• •Team player
• •Positive attitude
• •Someone who strives to do more
• •Strong understanding of confidentiality requirements
• •Adherence to all HIPAA regulations
• •Adherence to organizational privacy and security policies
• •Ability to report any known or suspected unauthorized access, use, or disclosure of PHI immediately
• •Timely completion of all required company-sponsored and regulatory training programs
• •Ability to maintain a neat, clean, and professional personal appearance
• •Ability to observe the dress code established by the client
• •Ability to maintain a clean and orderly work area
• •Ability to ensure records and files are properly stored
• •Ability to ensure adequate supplies to meet needs
• •Ability to maintain and update facility guide as needed
• •Ability to be attentive and respectful
• •Ability to follow through as promised
• •Ability to proactively identify PT complaints with the ability to de-escalate as needed
• •Ability to communicate effectively with customers
• •Ability to achieve maximum customer satisfaction
• •Ability to maintain 100% ROI Accuracy
• •Ability to complete all STATs within an hour
• •Ability to maintain a 24-hour turnaround time for all other ROI requests
• •Ability to keep all queues current
• •Ability to validate requests and authorize for release of PHI according to established procedures
• •Ability to perform quality checks on all work to ensure the accuracy of the release, confidentiality, and proper invoicing
• •Ability to maintain confidentiality, security, and standards of ethics with the employer and medical records information during transport, storage, and disposal
• •Ability to complete legal affidavits and questions as needed
• •Ability to regularly scan ROI request into chart
• •Ability to abide by the ROI policy specific to both HealthMark and the client
• •Ability to take inbound calls from patients, providers, and partners regarding medical records requests
• •Ability to validate and authorize PHI release over the phone
• •Ability to assist with timely and accurate processing of requests off the phone
• •Ability to de-escalate concerns and ensure excellent customer satisfaction

Desired Qualifications

• •Previous Experience in Contact/Call Center environment, managing high-call volumes preferred