Operations Support Services Specialist

Responsibilities

• Manage departmental correspondence to ensure timely responses, resolution of inquiries, and smooth communication across teams.
• Manage and coordinate with email-only external facilities, confirming records are prepared correctly and resolving issues before collection.
• Review and process invoices related to record production, issuing payments accurately and in accordance with established procedures.
• Monitor external web portals to ensure timely download, delivery, and tracking of produced records.
• Serve subpoenas through external web portals, adhering strictly to established procedures and compliance requirements.
• Handle incoming records, ensuring proper intake, accurate tracking, and timely processing.
• Demonstrate a thorough understanding of current departmental procedures and actively contribute to team knowledge sharing and training.
• Identify and recommend process or departmental improvements, supporting a culture of innovation and continuous improvement.
• Participate in departmental audits, including quality, metric, and compliance audits, ensuring accuracy and accountability of reported data.
• Support and engage in Kaizen and other continuous improvement initiatives, helping streamline workflows and enhance performance.
• Exhibit mastery of established processes and serve as a resource for peers, fostering collaboration and team development.
• Take ownership of additional tasks and responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs.

Requirements

• High School Diploma or equivalent required.
• 1+ years of customer service or call center experience preferred.
• 1+ years of medical or legal office experience preferred.
• Strong customer service orientation, demonstrates patience, professionalism, and responsiveness when interacting with clients, facilities, and third parties.
• Strong verbal communication skills, able to handle high call volumes, manage sensitive conversations, and represent Gemini professionally in all interactions.
• Professional written communication produces clear, concise, and courteous correspondence via email, fax, and mail.
• Conflict resolution and problem-solving, effectively manage difficult or escalated calls with professionalism and tact.
• Proficiency in researching, tracking, and updating records efficiently.
• High attention to detail.
• Works effectively with internal teams, departments, and external carriers/vendors.
• Proficient using a computer, business phone, office software, video conferencing, and other computer programs including Google Workplace (Docs, Sheets, Calendar, Gmail, etc.).