Customer Service Specialist - Outreach

MISSION:  The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will be required to meet daily goals and report to the Requestor Support Team Manager with any reoccurring issues for resolution. He/she should align with HealthMark Group's core values, culture, and overall CRAFT of the company.  

REQUIREMENTS: This role requires good written, verbal, and interpersonal communication skills to build successful working relationships with requestors, clients, and co-workers. This position requires a person to be detail-oriented and be able to resolve customer issues in a timely manner. Excellent follow-up skills and time management are essential. This role is a remote position so the candidate must have reliable internet and a quiet background setting.

***Key Points: Requestor Support: Ensure HealthMark is providing excellent customer service by being client focused. 

Daily Roles and Responsibilities:

•    Monitor the company emails, faxes, and chat line as assigned.

•    Provide detailed information while assisting requestors with status of requests for medical records.

•    Field emails or faxes to the appropriate departments.

•    Ensure notes are accurate and detailed.  All actions require a note in Med-Release.

•    Making sure we provide detailed information to clients, patients and requestors.

•    Have an overview of all HealthMark- Group departments’ roles and responsibilities.

•    Know the proper use and understanding of statuses.

•    Fax and/or email records securely to requestors when requested.

•    Assist requestors and patients on how to submit a request online or by fax.

•    Assist requestors on how to download medical records through Med-Release.

•    Meet daily goals of 100 emails resolved or 200 faxes depending on assigned inbox

Qualifications:

•    Excellent communication skills, strong analytical and problem-solving skills

•    Type 35+ WPM

•    Excellent communication skills, strong analytical and problem-solving skills

•    Ability to multi-task, prioritize duties, and have strong time management skills

•    Proficient computer skills with software applications such as Microsoft Office

•    Maintain a positive, empathetic, and professional attitude toward customers always

•    High school diploma or GED required

•    Previous Medical Records Experience – Knowledge of HIPAA preferred but not required

Qualities that the candidate for this position should include:

•    Fast learner, Ability to adapt to change/ flexibility a must

•    Self-motivated and able to work independently - Quick worker - Someone who strives to do more

•    Dependable

•    Candidate must maintain a high level of business integrity and diligence

•    Passionate about people and be able to show patient empathy is a must

•    Team player

•    Positive attitude

Job Type: Full-time

Schedule:

•    8-hour shift – Typically 8:00am – 5:00pm

•    Monday to Friday

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.