Customer Service Specialist - Outreach

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

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

Qualifications

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

Qualities That The Candidate For This Position Should Include

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

Job Type: Full-time

Benefits

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

Schedule

• Monday to Friday
• 8-hour shift

Education

• High school or equivalent

Experience

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

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