Requestor Resolution Representative

Who We Are: With a diverse team of more than 800 people, HealthMark is set apart by our culture, commitment to excellence, and dynamic contributors. We believe in fostering growth, celebrating success, and providing opportunities for every team member to thrive. Joining HealthMark means being part of a thriving organization recognized as a Top Workplace by USA Today. Not only that, but we’ve made it on the Inc. 5000 list of fastest-growing companies for ten years.

Not only will you get to contribute to the healthcare ecosystem by making health information more accessible to patients, but you will also join a forward-thinking team of innovators who are passionate about the work we do and the people we serve.

What We Do: HealthMark is a mission to revolutionize how medical records are released to patients, providers, and other stakeholders. We provide tech-enabled solutions that help health systems, hospitals, FQHCs, provider-led networks, and other care providers deliver the right medical records to the right patient. 

What We Offer:

• A collaborative and supportive work environment that values your ideas
• Opportunities for professional development and career advancement
• Competitive benefits, including medical, dental, and vision insurance, 401k matching, remote opportunities, paid time off, and a paid volunteer day of your choice
• The chance to make an impact in the health information field every day

Join us in shaping the future of release of information!

Mission

The mission of this role is to provide exceptional customer service to clients, patients, and requesters. The representative will be responsible for meeting daily goals and reporting recurring issues to the Process Integrity Manager for resolution. The ideal candidate will align with HealthMark Group’s core values, culture, and the overall CRAFT of the company.

Requirements

• Strong written and verbal communication skills
• Excellent interpersonal skills to foster relationships with requestors, clients, and team members
• Detail-oriented with the ability to resolve customer issues promptly
• Strong follow-up and time management abilities
• Reliable internet connection and a quiet, professional remote work environment

Daily Roles and Responsibilities

• Conduct email and outbound call outreach on non-compliant orders to obtain missing documentation or information
• Quality Control checks on orders move into Pending Authorization
• Perform data entry to update contact details (emails, faxes, addresses) for records release
• Enter new requests into MedRelease
• Review orders to ensure all required documents and information are included
• Monitor and manage multiple queues
• Meet assigned daily productivity goals

Qualifications

• Excellent communication, analytical, and problem-solving skills
• 1+ year of call center experience
• Ability to multitask, prioritize responsibilities, and manage time efficiently
• Willingness to learn and adapt
• Proficiency in Microsoft Office and related applications
• High school diploma or GED required
• Medical industry experience preferred but not required

Ideal Candidate Traits

• Genuinely passionate about customer service and helping others
• Fast learner
• Self-motivated and able to work independently
• Flexible and adaptable to change
• Dependable with strong business integrity
• Compassionate and patient-focused
• Efficient worker
• Positive team player
• Takes initiative and strives for continuous improvement
• Bilingual would be a plus++ English and Spanish

Schedule

• 8-hour shift
• Monday through Friday

Education

• High school diploma or equivalent (required)

Experience

• Customer Service: 1 year (preferred)
• Healthcare: 1 year (preferred)

17-18 per hour