Customer Service Representative

Position Summary

At Med Review, our mission is to bring accuracy, accountability, and clinical excellence to healthcare. As a leader in payment integrity solutions, we provide DRG Validation, Cost Outlier, and Readmission Review services to healthcare clients nationwide.

Under the direction of Customer Service leadership, the Customer Service Representative is responsible for responding to customer inquiries, researching and resolving issues, supporting medical record retrieval activities, and ensuring a high level of service to clients, providers, and members. This position requires strong communication skills, attention to detail, and the ability to effectively manage multiple priorities while maintaining HIPAA compliance.

Location: One Seaport Plaza, 199 Water Street, 27th Floor, New York, NY 10038
Schedule: Monday – Friday, 9:00 AM – 5:00 PM

• Answer incoming customer calls and respond to email inquiries in a professional, accurate, and timely manner.
• Research customer concerns and provide appropriate information and resolution.
• De-escalate customer issues and coordinate with internal departments as needed.
• Review customer and client accounts and provide updates regarding claim audits, review statuses, and related inquiries.
• Conduct outbound calls to providers to request medical records and supporting documentation required for review.
• Verify provider contact information and ensure proper handling of confidential and protected information.
• Assist users with navigating company websites, portals, and communication platforms.
• Document customer interactions and maintain accurate records within company systems.
• Transcribe and enter call-related information as required.
• Collaborate with internal teams to improve customer service and operational efficiency.
• Maintain compliance with HIPAA and all company privacy and security requirements.
• Perform additional projects and duties as assigned.

• High school diploma or equivalent required.
• Customer service, call center, healthcare administration, or related experience preferred.
• Previous experience handling medical records required.
• Knowledge of HIPAA privacy and security requirements.
• Familiarity with healthcare claims processing, claim auditing, DRG Validation, Cost Outlier Reviews, and Readmission Reviews preferred.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Strong verbal, written, interpersonal, and customer service skills.
• Excellent problem-solving, organizational, and time management abilities with the ability to manage multiple priorities independently.
• Ability to maintain professionalism, confidentiality, and attention to detail in a fast-paced environment.
• Ability to remain seated for extended periods and perform frequent computer, telephone, and data-entry tasks in an office environment.

At Med Review, you'll be part of a team dedicated to improving healthcare through accuracy, accountability, and clinical excellence. Our employees make a meaningful impact by helping healthcare organizations improve payment integrity and drive better outcomes, while working in a collaborative environment that supports professional growth, innovation, and continuous improvement. We offer competitive compensation, comprehensive benefits, and the opportunity to build a rewarding career with an industry leader.

Hourly Rate: $24.10 per hour

Actual compensation will be based on qualifications, experience, skills, and business needs.

Eligible employees may participate in Med Review's benefit programs, including:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Life and Disability Insurance
• Paid Time Off and Company Holidays
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)

Med Review is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and making employment decisions without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, military or veteran status, citizenship status, or any other characteristic protected by applicable federal, state, or local law.