Call Center Customer Service Representative

Dayforce HCM; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company in healthcare services is seeking a Customer Service Representative to manage high volumes of inquiries related to patient medical records. The ideal candidate will have strong interpersonal skills, a background in customer service, and knowledge of HIPAA regulations. This role requires handling calls efficiently and maintaining service standards in a fast-paced environment.

Qualifications

• Minimum 3 years of customer service experience.
• Knowledge of HIPAA and state regulations preferred.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Handle inbound inquiries about patient medical records.
• Document call details promptly in corporate database.
• Maintain positive relationships with internal and external customers.

Skills

Problem-solving

Interpersonal skills

Attention to detail

Computer proficiency

Education

High School Diploma or equivalent

Some college preferred

Job description

Call Center Customer Service Representative

Date: Thursday, May 22, 2025

Position: Customer Service Representative

The Customer Service Representative is responsible for handling a high volume of customer inquiries related to release of information (ROI) requests for patient medical records, maintaining service standards and metrics. The CSR provides issue resolution, updates on request statuses, and records notes in the corporate database to ensure timely and accurate processing of information requests.

Duties & Responsibilities:

• Support customer service calls across multiple lines of business.
• Utilize departmental resources (CS Notebook, Protocols, VRM, etc.) effectively.
• Handle inbound inquiries from requesters about patient medical records (8-10 calls/hour).
• Address customer concerns regarding request statuses, fees, and remediation.
• Document call details promptly in VRM and RingCentral to facilitate resolution (ACW > 40 seconds).
• Respond professionally, aiming for a QA score > 93.
• Manage request queues via voicemail and email (around 20 per hour).
• Assist in training new hires.
• Accurately enter request data.
• Maintain positive relationships with internal and external customers, including attorneys, insurance companies, and healthcare providers.
• Stay informed on HIPAA, HITECH, and relevant regulations and statutes.
• Adhere to scheduled breaks and lunches, and maintain a working rate > 85%.
• Answer queued calls promptly, with a call refusal rate < 1 per day.
• Limit unscheduled absences to no more than 5 in a 12-month period.
• Promote Verisma Core Values.
• Perform additional duties as needed.

Minimum Qualifications:

• High School Diploma or equivalent; some college preferred.
• At least 3 years of customer service experience or consistently exceeding expectations in relevant duties for over 1 year.
• Experience in a healthcare setting preferred.
• Knowledge of HIPAA and state regulations regarding PHI release preferred.
• Flexible, with strong problem-solving skills.
• Proficient in computer use and keyboarding.
• Patient and detail-oriented.
• Excellent interpersonal skills and relationship-building abilities.
• Ability to work effectively independently in a high-volume, fast-paced environment.