Medical Records Delivery Agent

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

📋 Description

• Manage an assigned queue of open and pending medical record requests categorized by provider.

• Acquire complete records and promptly close requests.

• Contact providers for status updates and address any issues hindering requests.

• Communicate with providers regarding missing records, incomplete submissions, delivery challenges, and billing inquiries.

• Clarify that each request pertains to a patient's request for their own records.

• Actively engage with callers, clarify details, and de-escalate frustrated providers.

• Process incoming correspondence via the ChartSquad Delivery Hub and provider portals.

• Oversee the print queue and confirm documentation for mailing.

• Utilize software, databases, scripts, and tools effectively.

• Relay essential information to other ChartSquad teams.

• Verify and update provider details, including addresses, phone numbers, fax numbers, email addresses, and delivery methods.

• Link related records and data points within the ChartSquad platform.

• Document every call, email, fax, and portal interaction with comprehensive notes.

• Submit provider fees to clients for payment processing.

• Keep clients informed through the ChartSquad messaging system.

• Address client and patient inquiries and escalate issues as necessary.

• Send requests electronically via fax, email, or portal whenever feasible.

• Handle inbound calls, initiate outbound calls, and log call outcomes.

• Manage the voicemail inbox and promptly return messages.

• Achieve or surpass productivity and quality metrics.

• Safeguard patient privacy by adhering to HIPAA and ChartSquad policies and procedures.

• Participate in training related to ChartSquad products and the records process.

⛳️ Requirements

• Must be a resident of the U.S.

• Must be eligible to work full-time in the United States.

• Familiarity with technology and a quick aptitude for learning new software.

• Proficient in Microsoft applications, including Outlook, Word, Excel, Teams, and Zoom.

• Experience using a business phone system for answering calls, making calls, and logging call results.

• Fast and accurate data entry skills with strong typing abilities.

• Clear and professional verbal and written communication skills, particularly over the phone.

• Persistence in asking probing questions and following up until an answer is obtained.

• Capability to defuse tense conversations and maintain a productive dialogue.

• Strong time management skills and sound decision-making in a busy, high-volume environment.

• Adaptable, accountable, with a keen attention to detail.

• Prior experience with medical records, release of information, or HIPAA regulations.

• Background in a law firm, particularly in personal injury cases.

• Experience in customer service or call center settings.

🏝️ Benefits

• Comprehensive health benefits package paid by the employer for the employee, including vision and dental coverage after 30 days of employment.

• Options for life insurance.

• Health Savings Account (HSA).

• Flexible Spending Account (FSA).

• Access to discounted shopping websites.

• Paid time off (PTO), inclusive of sick leave and vacation days, accrued over time.

• 401k safe harbor matching.