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Customer Service Representative
Empower AICustomer Service Representative contacting providers for required medical record documentation. Serving as a critical component in delivering excellent services for Empower AI's clients.
About the role
Key responsibilities & impact- Contact and communicate with providers to obtain required medical record documentation in an expeditious manner
- Serve as a critical component in meeting our mission of providing excellent services to our clients
- Requests records and information from providers
- Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
- Analyzes provider questions to determine best use of resources to resolve the situation
- Serves as liaison between the providers and the various departments or team members in response to inquiries
- Professionally responds to all written inquiries (letter, e-fax, e-mail)
- Processes rejected records that do not meet initial inspection criteria and contacts providers to resubmit legible copies
- Assists providers in identifying what is being requested and answers their inquiries
- Processes and verifies received records through provider communication indicating when invalid documentation is replaced or ready for assignment
- Maintains competency and attends required education and training programs
- Complies with all departmental protocols, policies and procedures
- Performs other duties as assigned by Call Center Manager/ Medical Records Supervisor
Requirements
What you’ll need- Associates Degree in any of the following disciplines: - Medical Records - Computer Science
- Or high school diploma or a G.E.D and two years of customer service, call center and/or medical record experience
- Proficiency with computers and computer software, specifically MS Word and MS Excel
- Ability to handle multiple phone lines throughout the business day
- Ability to be able to speak clearly and articulate in a professional manner
- Ability to work with others in a team environment
- Extensive knowledge of medical records and their components, and medical record practices, policies and procedures desired.
- Knowledge of medical terminology
- Knowledge of healthcare and Medicare forms, documentation, and facilities
- Optional - Bilingual (Spanish) CSR - must be fluent in speaking, reading and understanding the Spanish language.
- Prefer at least one (1) year of customer service experience with call center detail
Benefits
Comp & perks- Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs
- This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
medical recordscomputer scienceMS WordMS Excelmedical terminologyhealthcare documentationMedicare formscustomer servicecall center experiencerecord processing
Soft Skills
communicationteamworkprofessionalismproblem-solvingarticulationcustomer resolutionmultitaskingattention to detailliaison skillsadaptability
Certifications
Associates DegreeG.E.D.