Inbound Customer Service Representative

Inbound Customer Service Representative

Healthmark Group

Temple, Texas, United States

Health Mark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, Health Mark transforms administrative processes into seamless digital solutions. From Health Mark’s proprietary Med Release platform for Release of Information, the company is pioneering an efficient, compliant, and patient‑centric approach to support the entire spectrum of the patient information journey.

Health Mark Group was founded in 2006 with corporate headquarters in Dallas, TX and has been named to both the Dallas 100 and the Inc. 5000 for multiple years in a row as one of the fastest growing companies in the region and in the country.

Job Description:

Health Mark Group is growing and looking for bright, energetic, and motivated candidates to join our team. This is an entry level position and an exciting opportunity for someone looking to start their career with a fast‑growing company. We are expanding rapidly and have created unique roles that need qualified candidates. This is primarily an inbound call‑taking role within our Release of Information (ROI) department, where you will be the first point of contact for patients and customers requesting medical records.

Alongside handling calls, you will assist with processing and fulfilling those requests efficiently and accurately as needed.

• Taking inbound calls from patients, providers, and partners regarding medical records requests
• Validating and authorizing PHI release over the phone
• Assisting with timely and accurate processing of requests off the phone
• De‑escalating concerns and ensuring excellent customer satisfaction

Location:

Temple, Texas

• 100% of the role involves customer service and phone coverage
• Answer inbound calls from patients and healthcare providers, providing excellent customer service and information regarding release of information requests.
• Act as the primary phone contact for ROI inquiries, validating and authorizing requests while maintaining professionalism and confidentiality.
• Handle inbound calls and customer service inquiries, dedicating any idle time to processing requests, performing quality checks, and managing records.

• Complete all incoming ROI requests in a timely and efficient manner.
• Maintain 100% ROI accuracy.
• Complete all STATs within an hour and maintain a 24‑hour turnaround time for all other ROI requests.
• Keep all queues current.
• Validate requests and authorize for release of PHI according to established procedures.
• Perform quality checks on all work to ensure accuracy, confidentiality, and proper invoicing.
• Maintain confidentiality, security, and standards of ethics with employer and medical records information during transport, storage, and disposal.
• Complete legal affidavits and questions as needed.
• Regularly scan ROI request into chart.
• Abide by the ROI policy specific to both Health Mark and the client.
• Maintain a neat, clean, and professional personal appearance and observe the dress code established by the client.
• Maintain a clean and orderly work area. Ensure that records and files are properly stored before leaving the area and ensure adequate supplies to meet needs.
• Maintain and update facility guide as needed.
• Provide excellent customer service by being attentive and respectful.
• Follow through as promised.
• Be proactive in identifying PT complaints with the ability to de‑escalate as needed.
• Communicate effectively with customers.
• Achieve maximum customer satisfaction.

• Comfortable and confident handling high volumes of inbound customer calls.
• Strong communication skills with the ability to remain calm and empathetic on the phone.
• Ability to multitask between phone conversations and administrative processing tasks.
• Previous experience in contact/call center environment, managing high‑call volumes preferred.
• Previous hospital/medical office experience is a plus.
• Fast learner.
• Dependable.
• Team player.
• Someone who strives to do more.

$17.00 – $21.00 DOE (hourly wage)

Note:

This job description is intended to provide a general overview of the position and does not encompass all job‑related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.