Customer Service Representative

Overview:

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit

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.

Responsibilities:

CUSTOMER SERVICE REPRESENTATIVE II Bilingual (Spanish) - Hours 11:30am -8:00pm (EST)

• Understands and represents company's mission, vision, and values to all internal and external customers
• Applies knowledge of the process of requesting medical records from various types of healthcare facilities, including but not limited to hospitals, community clinics, dental facilities, pharmacies, home or school-based care management companies, and clinical laboratories
• Applies knowledge of medical record document types to ensure the correct documentation is collected
• Engages customer in appropriate communication, managing expectations while building a collaborative relationship
• Responds to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
• Understands and resolves customer requests, questions and provides analysis of situations to determine best use of resources
• Obtains, evaluates and analyzes all relevant information to successfully handle inquires
• Serves as liaison between the customer and various departments or team members in response to inquires
• Directs unresolved issues to designated departments or team members for further investigation if necessary
• Participates in educating and communicating the program requirements to submitters and customers
• Responds to all written inquires (letter, fax, and email) in a prompt and professional manner
• Records details of inquiries, comments and issues through data entry into customer service program and system as required
• Keeps records of customer interactions and transactions
• Records details of actions taken and provide follow-up and results orientation based upon established protocols
• Identifies and analyzes trends and reports to management team
• Recommends process improvement to management team (Lessons learned & Best Practices)
• Maintains a high level of knowledge and complies with all protocols, policies and procedures
• Files all project documents (hard and soft copies) in accordance with program requirements
• Provides assistance as needed to team members or other support
• Serves as liaison between the customer and the various departments or team members in response to telephonic inquiries
• Analyzes customer questions to determine best use of resources to resolve the situation
• Applies knowledge of softphone operation
• Complies with departmental policies and procedures
• Performs other duties as assigned by manager

Qualifications:

Requirements:

• Associate's Degree or equivalent related experience
• Fluency in written and spoken Spanish, including command of medical terminiology
• 2 – 7 years call center or medical records handling experience

Desired:

• Extensive knowledge of medical records and their components
• Extensive knowledge of medical record creation and retention practices, policies, and procedures
• Excellent oral and written communication skills
• Knowledge of and the ability to use Microsoft Word, Excel, Outlook, and Internet applications
• Team-oriented and able to implement the operational strategies and procedures that will help achieve the overall quality and production goals of the Customer Service Team
• Ability to efficiently organize and manage assigned workload
• Demonstrated knowledge of softphone platforms is preferred
• Familiarity with navigating healthcare phone systems/IVR menus preferred

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Talking for long periods
• Typing for long periods

About Empower AI:

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.