Customer Service Representative

3 days ago


Hurst, Texas, United States MRO Full time

**Job Summary:**

The Customer Services Specialist (Requester Services Specialist) is responsible for fielding client inquiries regarding release of information (ROI) requests for patient medical records while maintaining consistent service standards and metrics.

**Key Responsibilities:**

  • Receives inbound phone inquiries from requester clients regarding patient medical records.
  • Manages client concerns and questions regarding status of requests, invoice/fee issues, request remediation, etc.
  • Ensures that calls are answered promptly and courteously within prescribed standards and metrics.
  • Works with Supervisor and Team Lead to escalate complex elevated issues.
  • Maintains and ensures positive relationships with clients (hospitals) and ROI requestors (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctors offices, and others).
  • Processes incoming correspondence in response to outstanding issues related to ROI fulfillment.
  • Maintains strong knowledge of HIPAA, HITECH, state/federal rulings and statutes, as well as client requirements and nuances.
  • Participates in weekly customer service meetings to assess, discuss and analyze trends, training opportunities, skill enhancement and client/requester issues.

**Requirements:**

  • College education preferred or minimum combination of high school diploma & related experience.
  • Healthcare experience preferred.
  • Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
  • Computer knowledge, including accurate keyboarding skills required.
  • Prior customer service experience strongly preferred.
  • Strong problem solving skills and attention to detail.
  • Exceptional interpersonal skills and capacity to build effective relationships with co-workers and clients.
  • Ability to work effectively and independently in high volume & fast-paced environments.
  • Demonstrated proficiency in verbal communication.


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