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Customer Service Representative

2 months ago

Norristown, Pennsylvania, United States MRO Full time

**Job Summary:**

MRO is seeking a highly skilled Customer Service Specialist to join our team. As a Customer Service Specialist, you will be responsible for providing exceptional customer service to our clients, ensuring that their requests for patient medical records are handled efficiently and effectively.

**Key Responsibilities:**

  • Field client inquiries regarding release of information (ROI) requests for patient medical records.
  • Manage client concerns and questions regarding status of requests, invoice/fee issues, request remediation, etc.
  • Work with Supervisor and Team Lead to escalate complex elevated issues.
  • Maintain and ensure positive relationships with clients (hospitals) and ROI requestors (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctors offices, and others).
  • Process incoming correspondence in response to outstanding issues related to ROI fulfillment.
  • Maintain strong knowledge of HIPAA, HITECH, state/federal rulings and statutes, as well as client requirements and nuances.
  • Participate in weekly customer service meetings to assess, discuss and analyze trends, training opportunities, skill enhancement and client/requester issues.
  • Perform other duties as assigned by management.

**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.