Client Service Representative II

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.

 
 
At Ciox Health, people are most important to us. We strive to have a positive impact on  each individual   in regard to  their personal health information. If you’re looking to make a difference in the lives of many, please join the Ciox Team!  
Position Highlights  
Great opportunity to work a full-time schedule.

Monday – Friday 8:00 AM – 4:30 PM EST;  ( PALM BEACH GARDENS, Florida 33410)  Receive full benefits including medical, dental, vision, 401K, tuition reimbursement   Paid time off (including major holidays)  Virtual and in-person training   Opportunity for growth within the company   Typical Day 
 
Required understanding of HIPAA requirements for releasing medical records and medical record requests  processing  Handling inbound and outbound calls, email, fax and other administrative tasks  Assisting walk up patients and/or clients    
What We’re Looking For:   
Great customer service skills  Administrative/clerical experience   Previous experience working in a medical office environment (preferred, not required)   Willingness to learn and grow within Ciox Health    
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 ade