Job Description

Job Description

Job Description

MISSION: The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will be required to meet daily goals and report to the Requestor Support Team Manager with any reoccurring issues for resolution. He/she should align with HealthMark Groups core values, culture, and overall CRAFT of the company.

REQUIREMENTS : The requirement for this role is to have good communication skills both written and verbal and interpersonal skills to build successful working relationships with requestors, clients, and co-workers. This position requires a person to be detailed oriented and be able to resolve customer issues in a timely manner. Excellent follow up skills and time management are essential. This role is a remote position so the candidate must have reliable internet and a quiet background setting.

***Key Points: Requestor Support: Ensure HealthMark is providing excellent customer service by being client focused.

Location: Remote

Daily Roles and Responsibilities :

• Monitor the company emails, faxes, and chat line as assigned.
• Assist clients, patients, and requestors with status of requests for medical records.
• Report any potential Privacy Incident to the Requestor Support Team Manager.
• Ensure notes are accurate and detailed. All actions require a note in Med-Release.
• Making sure we are providing detailed information to clients, patients and requestors.
• Have an overview of all HealthMark- Group departments roles and responsibilities.
• Know the proper use and understanding of statuses and use of next call dates.
• Fax and/or email records securely to requestors when requested.
• Reprocess request that are missing additional records.
• Assist requestors and patients on how to submit a request online or by fax.
• Provide additional assistance on how to download medical records through Med-Release.
• Field emails or faxes out to the appropriate departments.
• Review all emails and faxes and determine what is needed.
• Enter in requests that are received daily to get processed.
• Send credit card information and cancellation faxes to Accounts Receivable.
• Forward Disability paperwork that needs completed to the Patient Services department.
• Meet daily goals

Qualifications:

• Excellent communication skills, strong analytical and problem-solving skills
• 50 WPM
• 1+ year of call center experience
• Ability to multi-task, prioritize duties, and have strong time management skills
• Willingness to learn
• Proficient computer skills with software applications such as Microsoft Office
• Maintain a positive, empathetic, and professional attitude toward customers always
• High school diploma or GED required
• Previous Medical Industry Experience preferred but not required

Qualities that the candidate for this position should include :

• Fast learner
• Self-motivated and able to work independently
• Ability to adapt to change/ flexibility a must
• Dependable
• Candidate must maintain a high level of business integrity and diligence
• Passionate about people and be able to show patient empathy is a must
• Quick worker
• Team player
• Positive attitude
• Someone who strives to do more

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8-hour shift
• Monday to Friday

Education:

• High school or equivalent

Experience:

• Customer service: 2 years
• Call center: 1 year
• Healthcare Experience: 1 year (Preferred)

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