Customer Support

• Understands and represents company’s mission, vision, and values to all internal and external customers
• Engages customer in appropriate communication, managing expectations while building a collaborative relationship
• Responds to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
• Understands and resolves customer requests, questions and provides analysis of situations to determine best use of resources
• Obtains, evaluates and analyzes all relevant information to successfully handle inquiries
• Serves as liaison between the customer and various departments or team members in response to inquiries
• Directs unresolved issues to designated departments or team members for further investigation if necessary
• Participates in educating and communicating the program requirements to submitters and customers
• Responds to all written inquiries (letter, fax, and email) in a prompt and professional manner
• Records details of inquiries, comments and issues through data entry into customer service program and system as required
• Keeps records of customer interactions and transactions
• Records details of actions taken and provide follow-up and results orientation based upon established protocols
• Identifies and analyzes trends and reports to management team
• Recommends process improvement to management team (Lessons learned & Best Practices)
• Maintains a high level of knowledge and complies with all protocols, policies and procedures
• Files all project documents (hard and soft copies) in accordance with program requirements
• Provides assistance as needed to team members or other support
• Analyzes customer questions to determine best use of resources to resolve the situation
• Applies knowledge of softphone operation
• Applies knowledge of the process of requesting medical records from various types of healthcare facilities, including but not limited to hospitals, community clinics, dental facilities, pharmacies, home or school-based care management companies, and clinical laboratories
• Applies knowledge of medical record document types to ensure the correct documentation is collected
• Complies with departmental policies and procedures
• Performs other duties as assigned by manager

Customer Service Representative II

Healthcare Customer Service Representative

Customer Service Support Representative – Client Billing

Licensed Customer Service Representative

Bilingual Licensed Customer Service Representative

Lead Customer Support Associate