[Hiring] Customer Service Representative @Empower AI

Role Description

As a casual status Customer Service Representative I (CSR I) for Empower AI, Inc., you will contact and communicate with providers to obtain required medical record documentation in an expeditious manner. The CSR works in a fast-paced challenging environment using clear, concise descriptions of the requested provider documentation to avoid misunderstanding and the need for repeated follow-up calls. You will serve as a critical component in meeting our mission of providing excellent services to our clients.

Your experience ensures an exciting and rewarding opportunity to be at the forefront of activities related to implementing healthcare reform on a national level.

• Requests records and information from providers
• Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
• Analyzes provider questions to determine best use of resources to resolve the situation
• Serves as liaison between the providers and the various departments or team members in response to inquiries
• Professionally responds to all written inquiries (letter, e-fax, e-mail)
• Processes rejected records that do not meet initial inspection criteria and contacts providers to resubmit legible copies
• Assists providers in identifying what is being requested and answers their inquiries
• Processes and verifies received records through provider communication indicating when invalid documentation is replaced or ready for assignment
• Maintains competency and attends required education and training programs
• Complies with all departmental protocols, policies and procedures
• Performs other duties as assigned by Call Center Manager/Medical Records Supervisor

Qualifications

• Associates Degree in any of the following disciplines:
  • Medical Records
  • Computer Science
• Or high school diploma or a G.E.D and two years of customer service, call center and/or medical record experience
• Proficiency with computers and computer software, specifically MS Word and MS Excel
• Ability to handle multiple phone lines throughout the business day
• Ability to be able to speak clearly and articulate in a professional manner
• Ability to work with others in a team environment

Requirements

• Extensive knowledge of medical records and their components, and medical record practices, policies and procedures desired
• Knowledge of medical terminology
• Knowledge of healthcare and Medicare forms, documentation, and facilities
• Optional - Bilingual (Spanish) CSR - must be fluent in speaking, reading and understanding the Spanish language
• Prefer at least one (1) year of customer service experience with call center detail

Physical Requirements

• This position requires the ability to perform the below essential functions:
  • Sitting for long periods

Benefits

• Pay Band Min: USD $15.00/Hr.
• Pay Band Max: USD $20.19/Yr.