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About the role
Key responsibilities & impact- Function as a go-to person for training, special projects, and expertise
- Lead by example; exhibit a positive and supportive attitude with a commitment to teamwork
- Receives inbound phone inquiries from requesters regarding patient medical records
- Answers questions regarding the status of the request
- Ensures that calls are answered promptly and courteously within prescribed standards and metrics
- Works with Supervisor to escalate complex elevated issues
- Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, and others)
- Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances
- Participates in weekly customer service meetings to assess, discuss, and analyze trends, training opportunities, skill enhancement and client/requester issues
- Access and navigate through multiple EMR(s) systems to check status of inbound phone inquiries from requesters
- Performs other duties as assigned by management.
Requirements
What you’ll need- High School Diploma or equivalent required
- College courses beneficial but not required
- Experience with MRO daily processes and model
- 6 months’ experience preferred
- Ability to consistently maintain above average individual performance metrics
- Proven background, expertise, and technical acumen in key competencies of the position
- Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen
- Computer knowledge
- Accurate data entry skills and attention to detail
- Prior customer service experience strongly preferred
- Strong problem-solving skills
- Exceptional interpersonal skills and capacity to build effective relationships with co-workers and requesters
- Ability to work effectively and independently in high volume production environments
- Demonstrated proficiency in verbal communication.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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
data entrycritical thinkingcustomer serviceMRO processesEMR systemsperformance metricstechnical acumenproblem-solvingattention to detail
Soft Skills
interpersonal skillsteamworkindependent decision-makingcommunicationrelationship buildingpositive attitudesupportive attitude
Certifications
High School Diploma