Customer Service Specialist - ROI

MISSION:  The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will require you to meet daily goals and report to the Customer Service 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 

 Supporting UTSW

Daily Roles and Responsibilities:

• Must meet daily goal of 85 calls per day, averaging 11 calls per hour. Assist clients, patients, and requestors with the status of requests for medical records via phone call.

• Ensure notes are accurate and detailed. All actions require a note in Med-Release.
• Provide excellent customer service promptly with accurate and concise information.
• Build strong value-based relationships with customers - a passion for customer interaction is a must!
• Ensuring customer satisfaction is a primary goal.
• Resend, or cancel invoices.
• Reprocess orders for missing information.
• Obtain missing information for non-compliant requests from patients and requestors.
• Data entry and other duties as assigned.
• Fax and email records securely to requestors.
• Work with other departments to ensure requests are sent promptly.

Qualifications:

• 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

Preferred Skills/Not Required:

• Previous Medical Records Experience – Knowledge of HIPAA preferred but not required
• 1+ year of Customer Service/ Call Center experience- Preferred

Qualities that the candidate for this position should include:

• Fast learner- Quick Learner
• Self-motivated and able to work independently.
• Ability to adapt to change/ flexibility a must
• Candidate must maintain a high level of business integrity and diligence
• Passionate about people and being able to show patient empathy is a must
• Positive attitude
• Someone who strives to do more
• 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.

This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs