Customer Service Specialist

The Customer Service Specialist (Internally known as Requester Services Specialist (RSS)) is responsible for fielding inbound inquiries regarding release of information (ROI) requests for patient medical records while maintaining consistent excellent customer service standards. The RSS provides issue resolution, status updates concerning requests for medical records, and posts corrective actions in the corporate database to facilitate timely release of information processing. *

Duties and Responsibilities:

• Receives inbound phone inquiries from requesters regarding patient medical records.
• Answers questions regarding status of the request. Ensures that calls are answered promptly and courteously within prescribed standards and metrics.
• Works with Manager and Team Lead to escalate complex elevated issues.
• Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, and others).
• Processes incoming fax/mail correspondence in response to outstanding issues related to ROI fulfillment.
• Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances.
• Participates in as needed customer service meetings to assess, discuss and analyze trends, training opportunities, skill enhancement and client/requester issues.
• Performs other duties as assigned by management.
  
  
  

Minimum Qualifications:

• High School Diploma. Higher education preferred.
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
• Computer knowledge. Accurate data entry skills and attention to detail.
• Prior customer service experience strongly preferred.
• Strong problem-solving skills.
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers and requesters.
• Ability to work effectively and independently in high volume production environments.
• Demonstrated proficiency in verbal communication.
• This job description reflects management’s assignment of essential functions. It does not prescribe or reflect the tasks that may be assigned.