Inbound Customer Service Representative

COMPANY:

HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. From HealthMark' s proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. HealthMark Group was founded in 2006 with corporate headquarters in Dallas, TX and has been named to both the Dallas 100 and the Inc. 5000 for multiple years in a row as one of the fastest growing companies in the region and in the country.

JOB DESCRIPTION: HealthMark Group is growing and looking for bright, energetic, and motivated candidates to join our team. This is an entry level position and an exciting opportunity for someone looking to start their career with a fast-growing company. We are expanding rapidly and have created unique roles that need qualified candidates. This is primarily an inbound call-taking role within our Release of Information (ROI) department, where you will be the first point of contact for patients and customers requesting medical records. Alongside handling calls, you will assist with processing and fulfilling those requests efficiently and accurately as needed.

"A typical day includes ..."

Taking inbound calls from patients, providers, and partners regarding medical records requests

Validating and authorizing PHI release over the phone

Assisting with timely and accurate processing of requests off the phone

De-escalating concerns and ensuring excellent customer satisfaction

POSITION: Inbound Customer Service Specialist

LOCATION: Temple, Texas

Entry level job duties include but are not limited to:

JOB ROLE AND RESPONSIBILITIES:

• 100% of the roles involves customer service and phone coverage
• Answer inbound calls from patients and healthcare providers, providing excellent customer service and information regarding release of information requests.
• Act as the primary phone contact for ROI inquiries, validating and authorizing requests while maintaining professionalism and confidentiality.
• Handle inbound calls and customer service inquiries, dedicating any idle time to processing requests, performing quality checks, and managing records.
  • Complete all incoming ROI requests in a timely and efficient manner.
  • This position must maintain 100% ROI Accuracy.
  • This position must complete all STATs within an hour and maintain a 24-hour turnaround time for all other ROI requests.
  • This position must keep all queues current.
  • Validates requests and authorizes for release of PHI according to established procedures.
  • Performs quality checks on all work to ensure the accuracy of the release, confidentiality, and proper invoicing.
  • Maintains confidentiality, security, and standards of ethics with the employer and medical records information during transport, storage, and disposal.
  • Complete legal affidavits and questions as needed.
  • Regularly scan ROI request into chart.
  • Abides by the ROI policy specific to both HealthMark and the client.
  • This position must maintain a neat, clean, and professional personal appearance and observe the dress code established by the client.
  • This position must maintain a clean and orderly work area. Ensure that records and files are properly stored before leaving the area and ensure adequate supplies to meet needs.
  • Maintain and update facility guide as needed.
  • Provides excellent customer service by being attentive and respectful.
  • Follows-through as promised.
  • Proactive in identifying PT complaints with the ability to de-escalate as needed.
  • Communicate effectively with customers.
  • Achieve maximum customer satisfaction.

Qualities that the candidate for this position should include:

• Comfortable and confident handling high volumes of inbound customer calls
• Strong communication skills with the ability to remain calm and empathetic on the phone
• Ability to multitask between phone conversations and administrative processing tasks
• Previous Experience in Contact/Call Center environment, managing high-call volumes preferred
• Previous hospital/medical office experience is a PLUS
• Fast learner
• Dependable
• Team player
• Positive attitude
• Someone who strives to do more.

Note: This j ob 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