Job Title: Customer Service Representative, Tier 1
Location: Franklin, TN
Department: Customer Service
Status: Full-time, M-F 8:30am – 5pm CST
Reports To: CS Lead and Office Manager
This job description is intended to be a general statement about this job and is not to be considered a detailed assignment. It may be modified to adjust for necessary changes.
Job Summary
The applicant will demonstrate that they are culturally aligned with SHDS, by displaying and working within the values of Servant Leadership, Family, SHDS People Give Back, Compassion, Accountability and Respect for their leader and their peers. They will be innovative, open to change, and display honesty and integrity in all that they do. We are seeking candidates who are enthusiastic about serving others and have a passion for developing their career. This position requires assisting incoming callers with how to submit requests for medical records, communicating with requestors about the status of their requests and providing great customer service. An upbeat, patient-centered attitude is a must! Our employees must, at all times, safeguard and protect patients’ right to privacy. We are responsible for ensuring that only authorized individuals have access to our patients’ medical information and that all releases of information are in compliance with the request, authorization, company policy and HIPAA regulations.
Essential Job Functions
- Answer inbound calls (minimum 80 calls per day, average 3-minute talk time)
- Provide excellent customer service by being attentive and respectful
- Log inbound calls within tracking software
- Make outbound calls (as needed)
- Listen to voicemails, log voicemails within tracking software, and make return calls
- Make notations, create and update entries in SHDS tracking software
- Collect and process payments through virtual terminal software
- Assist in preparation of office mail; includes separating printed materials, quality checking each printed page, packaging in appropriate envelope, metering using stamp software, logging items onto tracking spreadsheet, sealing and placing in mail box for pick up by postal carrier.
- Assist in organizing and maintaining general email inbox
- Organize and maintain personal email inbox
- Greet walk-in patients and assist with filling out paperwork
- Develop and maintain great working relationships with co-workers, customers and clients
- Be proactive in identifying customer concerns or problems
Minimum Qualifications
- Ability to handle incoming phone calls
- Strong technical/computer skills
- Working knowledge of Microsoft Word, Excel and Outlook
- Great communication skills
- Must be able to multi-task
- Must be able to type 50 wpm
- Must be able to use fax, copier, scanning machine
- Must be willing to learn new equipment and processes quickly
- Must be self-motivated, a team player and have proven customer satisfaction skills
- Understanding of HIPAA Privacy laws and compliance standards
Applicants should have familiarity with medical terminology and medical office processes and procedures. 1 year prior experience in a medical records department or like setting preferred. High School Diploma (GED) required. College Experience or Degree preferred. *Passing of a background screening is required.
Physical Requirements
- Ability to sit or stand for long periods of time
- Physical ability to lift and carry 25 lbs. of materials
- Manual dexterity and strength sufficient enough to enter information via computer keyboard for long periods of time, to write notes and information needed, and to pick up and hold paperwork, supplies and other items.
- Eyesight sufficient to effectively read documents and to accurately view information on a computer monitor
- Speaking and hearing ability sufficient to effectively communicate.
- Eye/hand coordination, hearing and visual acuity necessary for day to day tasks
Working Conditions
- The work environments involve everyday risks or discomforts which will require normal safety precautions typical of an office/clinical setting.
Compensation Package
- Based on experience
- Health Insurance
- Dental Insurance
- 401k plan
- All business – related expenses will be reimbursed through our expense report process
HIPAA/Compliance
- Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.
- Comply with all regulations regarding corporate integrity and security obligations
- Report unethical, fraudulent or unlawful behavior or activity
- Maintain current and yearly HIPAA certification.
Acknowledgement
Sharecare, Inc. and BACTES are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.