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 Customer Service 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
Bilingual- English and Spanish
Daily Roles and Responsibilities:
Assist clients, patients, and requestors with status of requests for medical records via phone call.
Ensure notes are accurate and detailed. All actions require a note in Med-Release.
Provide excellent customer service in a timely manner with accurate and concise information.
Build strong value-based relationships with customers - a passion for customer interaction is a must!
Ensure customer satisfaction is a primary goal.
Take credit card payment, resend, or cancel invoices.
Reprocess orders for missing information.
Obtain missing information for non-compliant requests from patients and requestors.
Data entry and other duties as assigned.
Fax and/or email records securely to requestors.
Work with other departments to ensure requests are sent in a timely manner.
Must meet daily goals.
Qualifications:
Excellent communication skills, strong analytical and problem-solving skills
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
Bilingual- Spanish and English speaking and Writing
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)
United States
