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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer inquiries related to medical records while adhering to HIPAA regulations and maintaining high service standards. Proficient in data entry and effective communication, with a strong ability to resolve issues and build relationships with diverse stakeholders.
Highest-signal resume keywords
Customer Service ExperienceHIPAA KnowledgeProblem-Solving SkillsVerbal Communication SkillsData Entry Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data EntryKeyboarding SkillsIssue ResolutionMedical Record ManagementCall Documentation
Soft Skills
Interpersonal SkillsAttention to DetailPatienceFlexibilityRelationship Building
Tools & Technologies
CS NotebookVRMRingCentral
Industry Keywords
Protected Health InformationHealthcare SettingState RegulationsFederal RulingsCustomer-Specific Requirements
About the role
Key responsibilities & impact- Field customer inquiries regarding release of information requests for patient medical records
- Provide issue resolution and status updates concerning medical record requests
- Post corrective action notes in the corporate database
- Support customer service calls for multiple lines of business
- Use department resources, including CS Notebook, Protocols, and VRM
- Receive 8–10 inbound phone inquiries per hour from requester clients
- Manage concerns and questions regarding request status, invoice/fee issues, and request remediation
- Document call details in VRM and RingCentral during call handling
- Respond to calls according to service standards and metrics
- Manage client-support request queues via voicemail and email, handling 20 per hour
- Serve as a training buddy for new hires
- Data enter requests
- Maintain relationships with customers and ROI requestors, including attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctors’ offices, patients, and internal customers
- Maintain knowledge of HIPAA, HITECH, state/federal rulings and statutes, and customer-specific requirements
- Adhere to break and lunch schedules and achieve a Working Rate above 85%
- Ensure queued calls are answered timely
- Limit unscheduled absences
- Promote Verisma Core Values
- Perform other duties as assigned
Requirements
What you’ll need- HS Diploma or equivalent, some college preferred
- 3+ years of customer service experience, or consistently exceed expectations in the duties described above for a period of >1 year
- 1 year of experience in a healthcare setting, preferred
- Knowledge of HIPAA and state regulations related to the release of Protected Health Information, preferred
- Strong verbal communication skills
- Flexibility and strong problem-solving skills
- Computer knowledge, including accurate keyboarding skills required
- Strong problem-solving skills and attention to detail
- Strong level of patience to resolve customer concerns
- Exceptional interpersonal skills and capacity to build effective relationships with co-workers and customers
- Ability to work effectively and independently in high volume and fast-paced environments