Customer Service Rep I

Customer Service Representative

The Customer Service Representative serves as the first point of contact for patients, healthcare providers, attorneys, and other callers seeking assistance with medical record requests, billing inquiries, and general account questions. This role delivers accurate, courteous, and HIPAA-compliant support across phone, the department's support email inbox, and other contact channels, and also assists in the mail room to prepare and ship completed records and imaging media to requestors.

Answer inbound calls and respond to email/portal inquiries regarding medical records requests, order status, and billing.

Monitor and respond to the department's shared customer support email inbox, addressing complaints and general inquiries received via email within established response-time standards.

Verify caller/emailer identity and authorization before discussing or releasing any protected health information.

Provide callers with accurate status updates on records requests and clear explanation of the request process, fees, and timelines.

Accurately document all interactions, updates, and resolutions in the case management/CRM system.

Route complex, escalated, or specialized inquiries to the appropriate department (ROI, Audit, Billing, Compliance).

Assist callers with completing authorization forms or correcting incomplete requests.

Meet established call-quality, average-handle-time, and customer-satisfaction targets.

Identify recurring issues or process gaps and report trends to the Team Lead.

Maintain a professional, empathetic tone, particularly with patients handling sensitive health matters.

Stay current on HIPAA requirements and company policies affecting caller interactions.

In addition to call center duties, this role assists in the mail room to complete outgoing records fulfillment, ensuring every request ships accurately and compliantly:

Assist in the mail room preparing completed patient records and CDs/imaging media for outgoing mailing.

Review each completed request before mailing to confirm all requested records, forms, and documentation are included and accurate.

Verify that record certification has been completed where required (e.g., for legal, insurance, or court-ordered requests) before the item ships.

Verify that notarization has been completed where required before the item ships, coordinating with the notary or ROI team to resolve any gap.

Package records and CDs appropriately to protect PHI in transit (secure sealing, correct addressee, appropriate mailer/envelope for the media type).

Prepare and apply USPS postage/labels and mail completed items via USPS, using certified, trackable, or signature-required mail where the request or policy requires it.

Log each outgoing item in the mail/fulfillment tracking log, including tracking or certified-mail numbers where applicable.

Flag and escalate any request that cannot ship as-is (missing certification, missing notarization, incomplete records) to the ROI Lead/Team Lead rather than mailing an incomplete package.

Monitor and maintain mail room supplies (envelopes, CD sleeves, mailers, postage) and notify the Team Lead of shortages.

Not eligible. This role requires regular on-site presence in the mail room to prepare and ship physical records and CDs and cannot be performed remotely.

Education: High school diploma or equivalent required; some college coursework or healthcare-related certification preferred.

Experience: Minimum 1 year of customer service or call center experience required; healthcare, medical records, or health insurance experience preferred.

Clear, professional verbal and written communication skills.

Working knowledge of HIPAA privacy requirements for phone/email disclosures and mailed PHI.

Strong active-listening and de-escalation skills.

Strong attention to detail for verifying completeness, certification, and notarization prior to mailing.

Basic medical terminology familiarity preferred.

Ability to sit for extended periods while using a headset, phone, and computer.

Ability to stand, walk, and move between the call center floor and mail room during the shift.

Occasional lifting of up to 20 lbs (e.g., mail trays, record boxes, mailing supplies).

Repetitive use of hands/wrists for keyboarding, mouse use, and packaging/sealing mail.

Standard call-center/office environment, plus time in an on-site mail room preparing and shipping outgoing records. Work is performed at a computer/phone workstation and mail room workstation across the shift.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Employees or applicants needing an accommodation should contact HR; see ChartPro's ADA Reasonable Accommodation and Interactive Process Policy (1.HR.09).

South Bend Medical Foundation