Customer Service Specialist ROI Bilingual

MISSION: The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will require you to meet daily goals and report to the Customer Service Manager with any reoccurring issues for resolution. He/she should align with HealthMark Groups core values, culture, and overall CRAFT of the company.

REQUIREMENTS: The requirement for this role is to have good communication skills both written and verbal and interpersonal skills to build successful working relationships with requestors, clients, and co-workers. This position requires a person to be detail oriented and be able to resolve customer issues in a timely manner. Excellent follow-up skills and time management are essential. This role is a remote position so the candidate must have reliable internet and a quiet background setting.

**BILINGUAL*Spanish/English

*Key Points: Requestor Support: Ensure HealthMark is providing excellent customer service by being client focused

Daily Roles and Responsibilities

• Assist clients, patients, and requestors with status of requests for medical records via phone call.
• Ensure notes are accurate and detailed. All actions require a note in Med-Release.
• Provide excellent customer service in a timely manner with accurate and concise information.
• Build strong value-based relationships with customers - a passion for customer interaction is a must!
• Ensuring customer satisfaction is a primary goal.
• Take credit card payment, resend, or cancel invoices.
• Reprocess orders for missing information.
• Obtain missing information for non-compliant requests from patients and requestors.
• Data entry and other duties as assigned.
• Fax and/or email records securely to requestors.
• Work with other departments to ensure requests are sent in a timely manner.
• Must meet daily goal of 85 calls per day averaging 11 calls per hour.

Qualifications

• Excellent communication skills, strong analytical and problem-solving skills
• 1+ year of call center experience
• Ability to multi-task, prioritize duties, and have strong time management skills
• Willingness to learn
• Proficient computer skills with software applications such as Microsoft Office
• Maintain a positive, empathetic, and professional attitude toward customers always
• High school diploma or GED required
• Previous Medical Industry Experience preferred but not required
• Bilingual/Spanish and English

Qualities that the candidate for this position should include

• Fast learner
• Self-motivated and able to work independently.
• Ability to adapt to change/ flexibility a must
• Dependable
• Candidate must maintain a high level of business integrity and diligence
• Passionate about people and be able to show patient empathy is a must
• Quick worker
• Team player
• Positive attitude
• Someone who strives to do more

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.