Customer Service Representative I

About This Role

As a Customer Service Representative I, you will contact healthcare providers to obtain medical record documentation. This role serves as a critical component in providing excellent services to clients and supporting healthcare reform.

Responsibilities

• Request records and information from providers
• Respond to telephone inquiries promptly, professionally, and efficiently to provide resolution
• Analyze provider questions to determine best use of resources
• Serve as liaison between providers and various departments or team members
• Professionally respond to all written inquiries (letter, e-fax, email)
• Process rejected records and contact providers to resubmit legible copies
• Assist providers in identifying what is being requested and answer inquiries
• Process and verify received records through provider communication
• Maintain competency and attend required education and training programs
• Comply with all departmental protocols, policies and procedures

Requirements

• Associate's Degree in Medical Records or Computer Science, OR high school diploma or G.E.D.
• Two years of customer service, call center and/or medical record experience (if no Associate's Degree)
• Proficiency with computers and computer software, specifically MS Word and MS Excel
• Ability to handle multiple phone lines throughout the business day
• Ability to speak clearly and articulate in a professional manner
• Ability to work with others in a team environment

Qualifications

• Associate's Degree in Medical Records or Computer Science, or high school diploma/GED.
• 2 years of customer service, call center or medical record experience required with high school diploma/GED

Nice to Have

• Extensive knowledge of medical records and their components, practices, policies and procedures
• Knowledge of medical terminology
• Knowledge of healthcare and Medicare forms, documentation, and facilities
• Bilingual (Spanish) - fluent in speaking, reading and understanding the Spanish language
• At least one (1) year of customer service experience with call center details

Skills

* Required skills