Client Service Representative II
Company: Ciox Health
Location: Fort Lauderdale
Posted on: January 12, 2021
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Job Description:
Overview This is a mid-level position responsible for processing
all release of medical records information requests in a timely and
efficient manner ensuring accuracy and providing customers with the
highest quality product and customer service. In addition to the
duties and responsibilities specified for this role, the Client
Service Representative II is able to independently perform and
fulfill all the duties and responsibilities of the Client Service
Representative I position. Associate must at all times safeguard
and protect the patient's right to privacy by ensuring that only
authorized individuals have access to the patient's medical
information and that all releases of information are in compliance
with the request, authorization, company policy and HIPAA
regulations. Full-Time: Monday-Friday 8:30-5:00 PM--OR 8:00-4:30pm
EST Full Benefits: PTO, Health, Vision, and Dental Insurance and
401k Savings Plan & Tuition Reimbursement Location: This role will
be performed at one location (LAUDERDALE
LAKES,--Florida--33313)--Must have Customer Service and Data Entry
eand Release of Information experience. Medical Terminology
experience preferred! Responsibilities Exercises sound judgment and
critical thinking skills in the execution of job duties and knows
when to ask for guidance and/or share information with supervisor
and/or manager for uncommon ROI requests. Assists with the training
of associates in the Client Service Representative I position.
Demonstrates working knowledge of esmartlog, smartlink, rep on line
and other work tools and software. Generates reports from
e-smartlog, rep on line and other tools and software as directed by
Manager and/or Supervisor. Submits weekly reports as directed by
Manager, Operations Receives incoming requests for information and
responds to requests by opening mail, assisting walk-ins and
telephone inquiries, and retrieving facsimile inquiries in a timely
manner. Date stamps all requests and highlights pertinent data to
facilitate processing. Validates requests and authorizations for
release of medical information according to established procedures
and HIPAA guidelines. Completes release of information requests
including retrieving patient's medical charts and returning charts,
copying/scanning medical records accurately and correctly,
according to requests, established procedures, and established
standards of quality and productivity; and electronically transmits
medical record to processing operations. Reviews the accuracy of
scanned documents and ensures documents reflect the details
specified by the requestor. Performs quality checks on all work to
assure accuracy of the release, confidentiality, and proper
invoicing. Maintains equipment in excellent operating condition
(inside and out) and troubleshoot equipment issues with assistance
from the Help Desk department.Provides excellent customer service
by being attentive, respectful and professional at all times;
insures understanding of customer request and follows-through as
promised; being proactive in identifying and addressing member
concerns, or problems.Demonstrates helpful and effective telephone
etiquette and customer service skills by providing appropriate
information to callers. Maintains a neat, clean, and professional
personal appearance and observes the dress code established by The
Company or the member facility.--Maintains a clean and orderly work
area, insures that records and files are properly stored before
leaving area, and insures adequate supplies to meet customer
requests. Maintains working knowledge of the current state laws
regarding fee structure, and HIPAA regulations as well as facility
policies and procedures in regards to release of information.
Ability to maintain regular attendance and punctuality as
scheduled. Notifies Supervisor and/or Manager if unable to adhere
to daily schedule.Adheres to all Company time and attendance
policies or applicable law covering meal breaks and rest periods.
Records all accurate work hours in The Company's designated time
keeping system daily and adheres to the Company's overtime policy
and procedures for requesting time off or change in schedule. Works
within scope of position and direction; willingly accepts
assignments and is available to take on additional tasks facilities
or assist with ROI backlogs. Performs responsibilities in
accordance with The Company's and member facilities policies and
procedures and state and federal labor regulations and works to
minimize confidentiality breaches. Maintains confidentiality,
information security and ethical behavior when handling all Company
and medical records information during transport, storage and
disposal. Will not remove medical records information from member
site unless written authorization is provided by the facility's HIM
Director, Company Supervisor, Manager or Vice President of
Operations. Attends and participates in required educational
training sessions and staff meetings as scheduled and assigned.
Ability to adapt to change and respond to difficult and challenging
situations in a professional manner. Accepts new assignments
willingly to meet business needs. Communicates with Manager on an
on-going basis, providing information and data as requested
including member's changing needs and requests. Promptly reports to
Manager any customer service concerns and/or any potential HIPAA
violations whether actual or perceived. Informs Manager of site or
work difficulties, special project requests from facility, and
fluctuating volume in daily workload. Ability to accurately and
efficiently utilize a computer for data input, retrieval of data,
running reports and all other tasks associated with release of
information services and time reporting. Ability to work with
minimum supervision, organize workload and prioritize work tasks to
meet production goals. May be required to travel to multiple sites
based on the needs of the region Ability to recognize emergency
situations within context of job duties and communicate potential
issues to Supervisor and/or Manager Maintains knowledge of safety
procedures to ensuring a safe work environment and reports safety
concerns to Supervisor and/or Manager.Maintains a current and valid
driver's license and insures personal automobile insurance is in
force and will be maintained, in at least the amounts required by
state law, on any automobile or transportation that is used in
connection with Company duties.Checks The Company and other
assigned email and communication systems such as REP Online and
member assigned email on a daily basis. Utilizes assigned tools
within established guidelines. Performs other tasks as assigned
including but not limited to working at facilities within 50 miles
of principal site as business needs arise. Adheres to The Company's
Code of Conduct and business standards. Qualifications A High
School Diploma or GED is required. Must be able to communicate
effectively in the English language. Must have at least 1 year of
experience preferably with release of information, medical records,
or other related experience in a healthcare environment. Proven
customer service experience and/or training. Ability to effectively
use computer software and technology as required by the member
facility including Microsoft Word and Excel Ability to understand
and become knowledgeable of Release of Information standards,
policies & procedures and HIPAA regulations and to complete work in
compliance of these and other standards. Ability to read and
comprehend simple, healthcare terminology Effective organizational
skills a must Effective verbal and written communication skills.
Ability to use fax, copier, microfilm machine, and multiline phone
system and other required work tools Ability to learn new equipment
and required processes in a fast paced environment Must be willing
to travel to multiple sites based on the needs of the region
Ability to work professionally, effectively, and efficiently in a
team environment with customers, management and co-workers. Must be
able to multi-task effectively
Keywords: Ciox Health, Fort Lauderdale , Client Service Representative II, Other , Fort Lauderdale, Florida
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