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) 

Work Location:

Fully Remote

Work Location: Remote