Customer Care Rep

Job Summary: The Customer Care Representative provides support for the department by serving as a point of contact for Health Information by placing, answering, and transferring calls. Clearly and concisely communicates request status, information about the process for requesting records and provides general knowledge for accessing MyChart , CareEverywhere, IEHIE, general information related to patient access rights with a variety of requesters while demonstrating excellent customer service skills. Updates and routes paper charts received, payments received and routinely notifies the assigned ROIS of payment received to complete the release of records process. Demonstrates excellent customer service skills, judgment, professionalism and problem solving skills. Accurately processes requests received, logging of the request, routing of calls within HIM, disclosure of discharge dates and has the ability to prioritize work. Performs other duties as needed.

Education and Experience: Minimum one year of customer service experience required; preferably in Health Information Management.

Knowledge and Skills: Medical terminology preferred. Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint). Operate/troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: None.