Customer Support Specialist providing exceptional assistance to policyholders, agencies, and contractors. Supporting inquiries related to underwriting, billing, policies, and claims.
About the role
- Inbound Customer Service Representative handling medical records inquiries for HealthMark Group. Fast-paced phone coverage and excellent customer service in a healthcare IT setting.
Responsibilities
- 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.
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