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.
Schedule: Full-time, Monday-Friday (flexible shifts available)
Benefits:

• Competitive benefits package (medical, dental, vision and more)
• Ability to work remotely after 2-4 weeks of on-site training
• Experienced CSR's starts at $17/hr+
• 25 days accrued PTO / holidays
• Growth opportunities available within Customer Service tiers or internal transfers / promotions

Duties & Responsibilities:

• Maintain strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as customer specific requirements
• 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)
• Manage customer concerns and questions regarding status of requests, invoice/fee issues, request remediation, etc.
• Performs other duties as assigned to meet the needs of the department and the Company
• Actively document call details in VRM and RingCentral during call handling to ensure timely call resolution (ACW >40 seconds)
• Ability to data enter request
• Proficient in the use of Department resources (CS Notebook, Protocols, VRM etc.)
• Manage requests queues for client support made via voicemail and/or email (20 per hour)
• Serve as a training buddy for new hires
• Offices, record copy services, peer organizations, doctor’s offices, patients, and others) including internal customers
• Ability to support customer service calls for multiple lines of business
• Receive inbound phone inquiries from requester clients regarding patient medical records (8 - 10 calls per hour)
• Live by and promote Verisma Core Values
• Respond to all calls in a professional manner consistent with identified standards and metrics (QA Score of >93)
• Adhere to schedule for Breaks/Lunches, minimize time in “unavailable and consistently achieve a “Working Rate” of >85%
• Maintain positive relationships with customers and ROI requestors (attorneys, insurance companies, state disability

Minimum Qualifications:

• 1 year of experience in a healthcare setting, preferred
• Computer knowledge, including accurate keyboarding skills required
• Strong problem-solving skills and attention to detail
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers and customers
• HS Diploma or equivalent
• Flexibility, strong problem-solving skills
• Strong verbal communication skills
• Preferred - Knowledge of HIPAA
• 3+ years of customer service experience
• Bilingual - English, Spanish
• Ability to work effectively and independently in high volume & fast-paced environments
• Strong level of patience to resolve customer concerns