Customer Service Representative II

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries regarding the release of information requests for patient medical records.

• Provide resolutions and status updates related to medical record requests.

• Log corrective action notes in the corporate database.

• Assist with customer service calls across multiple lines of business.

• Utilize departmental resources such as the CS Notebook, Protocols, and VRM.

• Handle 8–10 inbound phone inquiries each hour from requester clients concerning patient medical records.

• Address concerns and queries regarding request status, invoice/fee issues, and request remediation.

• Document call details in VRM and RingCentral while managing calls.

• Respond to calls in compliance with service standards and metrics.

• Manage client support request queues through voicemail and email, addressing 20 requests per hour.

• Act as a training buddy for new employees.

• Input data related to requests.

• Foster relationships with customers and ROI requestors, including attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, patients, and internal clients.

• Maintain familiarity with HIPAA, HITECH, state and federal regulations, statutes, and customer-specific requirements.

• Follow break and lunch schedules while meeting required working-rate metrics.

• Ensure timely responses to queued calls.

• Minimize unscheduled absences.

• Uphold Verisma Core Values.

• Carry out additional duties as assigned.

⛳️ Requirements

• High School Diploma or equivalent; some college education is preferred.

• Minimum of 3 years of customer service experience, or a track record of exceeding expectations in the mentioned duties for over a year.

• At least 1 year of experience in a healthcare environment is preferred.

• Familiarity with HIPAA and state regulations regarding the release of Protected Health Information is preferred.

• Excellent verbal communication skills.

• Flexibility and strong problem-solving capabilities.

• Proficient computer skills, including accurate typing abilities.

• Strong attention to detail and problem-solving skills.

• High level of patience to address customer concerns.

• Outstanding interpersonal skills and the ability to build effective relationships with colleagues and customers.

• Capacity to work effectively and independently in a high-volume and fast-paced environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Paid time off and holiday pay.

• Opportunities for professional development and growth.