Client Service Representative II
Company: Ciox Health
Location: New Brunswick
Posted on: January 14, 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 8:00am - 4:30pm*
Healthcare experience preferred, ROI a plus* Onsite role (New
Brunswick 08901) THIS IS NOT A REMOTE OR WORK FROM HOME POSITION*
full benefits effective the first day of the month following 30
days of employment--#ZR 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, New Brunswick , Client Service Representative II, Sales , New Brunswick, New Jersey
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