Customer Service Representative (CSR II)
Summary of Position:
The Customer Service Representative II (CSR II) 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 II 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:
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Summary of Position:
The Customer Service Representative II (CSR II) 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 II 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
- HS Diploma or equivalent
- Spanish-speaking, highly 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.
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.