HealthMark Group · 4 months ago
Inbound Customer Service Representative
Temple, TX
Full-time
Onsite
New Grad, Entry Level
$17/hr - $21/hrHealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. They are seeking an Inbound Customer Service Representative to handle inbound calls from patients and healthcare providers regarding medical records requests, ensuring excellent customer service and efficient processing of those requests.
ConsultingHealth CareHospitalityInformation ServicesInformation TechnologyManagement Information SystemsService IndustrySoftware
Responsibilities
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
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
This position must maintain 100% ROI Accuracy
This position must complete all STATs within an hour and maintain a 24-hour turnaround time for all other ROI requests
This position must keep all queues current
Validates requests and authorizes for release of PHI according to established procedures
Performs quality checks on all work to ensure the accuracy of the release, confidentiality, and proper invoicing
Maintains confidentiality, security, and standards of ethics with the employer and medical records information during transport, storage, and disposal
Complete legal affidavits and questions as needed
Regularly scan ROI request into chart
Abides by the ROI policy specific to both HealthMark and the client
This position must maintain a neat, clean, and professional personal appearance and observe the dress code established by the client
This position must 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
Provides excellent customer service by being attentive and respectful
Follows-through as promised
Proactive in identifying PT complaints with the ability to de-escalate as needed
Communicate effectively with customers
Achieve maximum customer satisfaction
Qualification
Required
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
Preferred
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
Positive attitude
Someone who strives to do more
Company
HealthMark Group
HealthMark Group is on a mission to alleviate healthcare burdens by delivering a seamless approach to managing patient data.
Founded in 2006
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
TA Associates
2025-07-28Private Equity
2019-01-01Acquired
Leadership Team
Bart Howe
Chief Executive Officer
Katie Evans
SVP, Client & Employee Engagement
Recent News
2025-07-30
2025-07-30
2025-07-29
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