Datavant

Customer Support

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries in a high call volume, fast-paced environment following established processes and guidelines.
• Interact with customers via telephone, email, and online chat to answer product-related questions, resolve standard issues, and provide basic education on Record Hub services.
• Accurately document customer interactions, inquiries, issues, and resolutions in designated systems.
• Identify issues that require additional expertise and appropriately escalate to senior representatives or specialists.
• Make outbound telephone and email contacts to customers to provide updates, education, and support issue resolution.
• Follow defined workflows, scripts, and quality standards to ensure consistency and compliance.
• Communicate and coordinate with colleagues and team leads as needed to support customer needs.
• Actively participate in training, coaching, and feedback sessions to build product knowledge and customer service skills.
• Provide feedback on customer experience challenges and opportunities for improvement.

Customer Experience Representative

Consultant

• Review medical records and assign precise codes to ensure accurate coding aligned with client needs (CPT, ICD-10-CM, ICD-10 procedures, ICD-10-CM and ICD-10 PCS, HCPCS).
• Conduct data quality reviews of records to assess compliance with official coding and documentation guidelines.
• Communicate professionally with co-workers, management, and hospital staff regarding clinical and reimbursement issues.
• Demonstrate strong written and verbal communication skills
• Identify documentation improvement opportunities and coding issues
• Use VPN access to ensure productive and flexible task completion
• Uphold Datavant and HIM Division policies, promoting a culture of compliance and operational efficiency.
• Track continuing education credits, maintaining a high standard of professional expertise.
• Attend mandatory sponsored in-service and educational meetings, ensuring alignment with industry best practices for continual improvement.
• Adhere to the American Health Information Management Association's code of ethics, upholding professional standards and integrity.

Customer Experience Representative

Coding Consultant