Customer Service Representative

 

The Customer Service Representative is responsible for fielding client inquiries regarding release of information (ROI) requests for patient medical records while maintaining consistent service standards and metrics. The CSR I 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.

 

• Support Customer Accounts and meet set service standards
• Proficient in the use of Department resources (CS Notebook, Protocols, VRM etc.)
• Receive inbound phone inquiries from requester clients regarding patient medical records (6 – 8 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 >45 seconds)
• Respond to all calls in a professional manner consistent with identified standards and metrics (QA Score of >88)
• Manage requests queues for client support made via voicemail and/or email (15 – 20 per hour)
• 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 >80%
• Ensure that queued calls are answered timely (Call refusal average of >1 per day)
• Limit unscheduled absences (no more than 2 unscheduled absences in a 4-month period for a min of 6 months)
• Live by and promote Verisma Core Values
• Performs other duties as assigned to meet the needs of the department and the Company

 

• HS Diploma or equivalent
• At least 1 year of customer service experience
• Experience in a healthcare setting, preferred
• Knowledge of HIPAA and state regulations related to the release of Protected Health Info
• Strong verbal communication skills
• Strong level of patience to resolve customer concerns
• Computer knowledge, including accurate keyboarding skills required
• Prior customer service experience, strongly preferred
• Strong problem-solving skills and attention to detail
• 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