Inbound Customer Service Representative

About the role

This is an entry-level, inbound call-taking position within our Release of Information (ROI) department. You will be the first point of contact for patients and customers requesting medical records, handling calls and assisting with processing and fulfilling those requests efficiently and accurately.

Responsibilities

• Answer inbound calls from patients, healthcare providers, and partners regarding medical records requests, providing excellent customer service and information.
• Act as the primary phone contact for ROI inquiries, validating and authorizing requests while maintaining professionalism and confidentiality.
• Handle customer service inquiries and dedicate idle time to processing requests, performing quality checks, and managing records.
• Complete all incoming ROI requests in a timely and efficient manner, maintaining 100% ROI accuracy.
• Complete all STAT requests within one hour and maintain a 24-hour turnaround time for all other ROI requests.
• Keep all queues current and validate requests for release of PHI according to established procedures.
• Perform quality checks on all work to ensure accuracy, confidentiality, and proper invoicing.
• Maintain confidentiality, security, and ethical standards with medical records information during transport, storage, and disposal.
• Complete legal affidavits and scan ROI requests into charts as needed.
• Abide by ROI policies specific to both HealthMark and the client.
• Maintain a neat, clean, and professional personal appearance and work area, adhering to the client’s dress code.
• Ensure records and files are properly stored and maintain adequate supplies.
• Update the facility guide as needed.
• Provide excellent customer service by being attentive, respectful, and proactive in identifying and de-escalating patient complaints.
• Communicate effectively with customers to achieve maximum 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 a contact/call center environment, managing high-call volumes preferred.
• Previous hospital or medical office experience is a plus.
• Fast learner, dependable, and a team player with a positive attitude.
• Strong understanding of confidentiality requirements, HIPAA regulations, and organizational privacy and security policies.
• Timely completion of all required company-sponsored and regulatory training programs.

This role requires regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team.