The Customer Service Representative manages inbound inquiries regarding medical record requests while maintaining service standards and metrics. They are responsible for documenting call details, resolving customer concerns, and ensuring accurate processing of information requests.
Customer Service Representative (CSR)
Summary of Position:
The Customer Service Representative (CSR) 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:
Ability to support customer service calls for multiple lines of business
Proficient in the use of Department resources (CS Notebook, Protocols, VRM etc.)
Receive inbound phone inquiries from requester clients regarding patient medical records (8 - 10 calls per hour)
Manage customer concerns and questions regarding status of requests, invoice/fee issues, request remediation, etc.
Actively document call details in VRM and RingCentral during call handling to ensure timely call resolution (ACW >40 seconds)
Respond to all calls in a professional manner consistent with identified standards and metrics (QA Score of >93)
Manage requests queues for client support made via voicemail and/or email (20 per hour)
Serve as a training buddy for new hires
Ability to data enter request
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
Adhere to schedule for Breaks/Lunches, minimize time in “unavailable and consistently achieve a “Working Rate” of >85%
Ensure that queued calls are answered timely (Call refusal average of >1 per day)
Limit unscheduled absences (no more than 5 unscheduled absences in a 12-month period)
Live by and promote Verisma Core Values
Performs other duties as assigned to meet the needs of the department and the Company
Minimum Qualifications:
HS Diploma or equivalent, some college preferred
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, preferred
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.
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