Customer Service Representative *Experienced*

Customer Service Representative Experienced

Summary of Position:
The experienced Customer Service Representative is responsible for fielding customer inquiries regarding release of information (ROI) requests for patient medical records while maintaining consistent service standards and metrics. The CSR provides issue resolution, status updates concerning medical record requests, and posts corrective action notes in the corporate database to facilitate timely and accurate release of information processing.
Duties & Responsibilities:

• Support customer service calls from all existing accounts (ability to move to any LOB when needed)
• Receive inbound phone inquiries from requester customers regarding patient medical records
• Manage customer concerns and questions regarding status of requests, invoice/fee issues, request remediation, etc.
• Respond to all calls in a professional manner consistent with identified standards and metrics
• Manage inbound requests queued for customer support made via voicemail and/or email
• Meet minimum call production requirements of 70 calls/day or email production requirements of 20/hr
• Work with bulk requestors to reduce contacts into CS
• Act as a Training Partner for New Hires.
• When call volumes permit, work on inventory in CS Mailboxes
• Identify and report trends for process improvement
• Time Management - Adhere to schedule for Breaks/Lunches, minimize time in “unavailable, limit unscheduled absences
• Work within the escalation process to handle complex elevated issues, as necessary
• Maintain positive relationships with customers and ROI requestors (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, patients, and others) including internal customers
• Maintain strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as customer-specific requirements
• Maintain both customer and caller satisfaction levels (maintain a QA score of >95%)
• Live by and promote Verisma Core Values
• Perform other duties as assigned to meet the needs of the department and the Company

Minimum Qualifications:

• HS Diploma or equivalent required; some college preferred
• 5+ years overall office experience with at least 3 years of Customer Service Experience or consistently exceed expectations in the duties described above for a period of >1 year
• 1+ year of experience in a healthcare setting
• Knowledge of HIPAA and state regulations related to the release of Protected Health Information, preferred
• Strong verbal communication skills
• Flexibility, strong problem-solving skills
• Computer knowledge, including accurate keyboarding skills required
• Strong problem-solving skills and attention to detail
• Strong level of patience to resolve customer concerns
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers and customers
• Ability to work effectively and independently in high volume & fast-paced environments

Job Type: Full-time