Customer Service Specialist - Outreach

Who We Are: With a diverse team of more than 800 people, HealthMark is set apart by our culture, commitment to excellence, and dynamic contributors. We believe in fostering growth, celebrating success, and providing opportunities for every team member to thrive. Joining HealthMark means being part of a thriving organization recognized as a Top Workplace by USA Today. Not only that, but we’ve made it on the Inc. 5000 list of fastest-growing companies for ten years.

Not only will you get to contribute to the healthcare ecosystem by making health information more accessible to patients, but you will also join a forward-thinking team of innovators who are passionate about the work we do and the people we serve.

What We Do: HealthMark is a mission to revolutionize how medical records are released to patients, providers, and other stakeholders. We provide tech-enabled solutions that help health systems, hospitals, FQHCs, provider-led networks, and other care providers deliver the right medical records to the right patient. 

What We Offer:

• A collaborative and supportive work environment that values your ideas
• Opportunities for professional development and career advancement
• Competitive benefits, including medical, dental, and vision insurance, 401k matching, remote opportunities, paid time off, and a paid volunteer day of your choice
• The chance to make an impact in the health information field every day

Join us in shaping the future of release of information!

***Key Points: Requestor Support: Ensure HealthMark is providing excellent customer service by being client focused. 

Daily Roles and Responsibilities:

•    Monitor the company emails, faxes, and chat line as assigned.

•    Provide detailed information while assisting requestors with status of requests for medical records.

•    Field emails or faxes to the appropriate departments.

•    Ensure notes are accurate and detailed.  All actions require a note in Med-Release.

•    Making sure we provide detailed information to clients, patients and requestors.

•    Have an overview of all HealthMark- Group departments’ roles and responsibilities.

•    Know the proper use and understanding of statuses.

•    Fax and/or email records securely to requestors when requested.

•    Assist requestors and patients on how to submit a request online or by fax.

•    Assist requestors on how to download medical records through Med-Release.

•    Meet daily goals of 100 emails resolved or 200 faxes depending on assigned inbox

Qualifications:

•    Excellent communication skills, strong analytical and problem-solving skills

•    Type 35+ WPM

•    Excellent communication skills, strong analytical and problem-solving skills

•    Ability to multi-task, prioritize duties, and have strong time management skills

•    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 Records Experience – Knowledge of HIPAA preferred but not required

Qualities that the candidate for this position should include:

•    Fast learner, Ability to adapt to change/ flexibility a must

•    Self-motivated and able to work independently - Quick worker - Someone who strives to do more

•    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

•    Team player

•    Positive attitude

Job Type: Full-time

Schedule:

•    8-hour shift – Typically 8:00am – 5:00pm

•    Monday to Friday

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.

This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs