ROI Client Services Specialist

Responsibilities

• Receives inbound phone inquiries from requesters regarding medical records.
• Answers questions regarding status of the request.
• Ensures that calls are answered promptly and courteously within prescribed standards and metrics.
• Works with Supervisor to escalate complex elevated issues.
• Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, and others).
• Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances.
• Participates in weekly customer service meetings to assess, discuss, and analyze trends, training opportunities, skill enhancement and client/requester issues.
• Access and navigate through multiple EMR(s) systems to check status of inbound phone inquiries from requesters.
• Performs other duties as assigned by management.

Qualifications

• A High School Diploma or equivalent required.
• College courses beneficial but not required.
• 6 months’ experience preferred.
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
• Computer knowledge.
• Accurate data entry skills and attention to detail.
• Prior customer service experience strongly preferred.
• Strong problem-solving skills.
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers and requesters.
• Ability to work effectively and independently in high volume production environments.
• Demonstrated proficiency in verbal communication.

Benefits

Total Compensation: Base pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Pay

Salary Range: USD $18.00 - USD $22.00 /Hr.