Inbound Customer Service Representative

About the role

HealthMark Group is growing and looking for bright, energetic, and motivated candidates to join our team. This is an entry level position and an exciting opportunity for someone looking to start their career with a fast-growing company. We are expanding rapidly and have created unique roles that need qualified candidates. This is primarily an inbound call-taking role within our Release of Information (ROI) department, where you will be the first point of contact for patients and customers requesting medical records. Alongside handling calls, you will assist with processing and fulfilling those requests efficiently and accurately as needed.

Responsibilities

• Take inbound calls from patients, providers, and partners regarding medical records requests
• Validate and authorize PHI release over the phone
• Assist with timely and accurate processing of requests off the phone
• De-escalate concerns and ensure excellent customer satisfaction
• Act as the primary phone contact for ROI inquiries, validating and authorizing requests while maintaining professionalism and confidentiality
• Handle inbound calls and customer service inquiries, dedicating any idle time to processing requests, performing quality checks, and managing records
• Complete all incoming ROI requests in a timely and efficient manner
• Maintain 100% ROI Accuracy
• Complete all STATs within an hour and maintain a 24-hour turnaround time for all other ROI requests
• Keep all queues current
• Validate requests and authorize for release of PHI according to established procedures
• Perform quality checks on all work to ensure the accuracy of the release, confidentiality, and proper invoicing
• Maintain 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 requests into chart
• Abide by the ROI policy specific to both HealthMark and the client
• Maintain a neat, clean, and professional personal appearance and observe the dress code established by the client
• 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
• Provide excellent customer service by being attentive and respectful
• Follow through as promised
• Be proactive in identifying patient complaints with the ability to de-escalate as needed
• Communicate effectively with customers
• Achieve maximum customer satisfaction

Qualifications & Skills

• 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/medical office experience is a plus
• Fast learner
• Dependable
• Team player
• Positive attitude
• Someone who strives to do more

Location: Temple, Texas