Customer Service Specialist – ROI

The Customer Service Specialist – ROI supports HealthMark Group’s release of information operations by assisting clients, patients, and requestors with questions about medical record requests. This role handles high-volume customer communication, provides request status updates, documents all actions in Med-Release, obtains missing information, reprocesses requests, and securely sends records by fax or email.

This position is remote but heavily phone-based. Specialists are expected to meet a daily goal of 85 calls per day while maintaining accurate notes, strong customer service, and HIPAA-conscious handling of medical records information. The role requires professionalism, empathy, attention to detail, and the ability to work independently in a structured remote environment.

### Key Responsibilities

* Assist clients, patients, and requestors with medical records request status updates
* Handle high-volume inbound or outbound customer calls
* Meet daily call goal of 85 calls per day
* Average approximately 11 calls per hour
* Document all actions accurately in Med-Release
* Provide prompt, accurate, and concise customer service
* Resend or cancel invoices as needed
* Reprocess orders with missing information
* Obtain missing information for non-compliant medical records requests
* Perform data entry and assigned administrative duties
* Securely fax and email records to requestors
* Work with internal departments to ensure requests are sent promptly
* Maintain customer satisfaction and professional communication

### Requirements

* High School Diploma or GED required
* Strong written, verbal, and interpersonal communication skills
* Strong analytical and problem-solving abilities
* Strong time management and follow-up skills
* Ability to multitask and prioritize duties
* Proficiency with Microsoft Office and computer applications
* Positive, empathetic, and professional customer service approach
* Reliable internet connection
* Quiet remote workspace
* Ability to work independently
* Ability to adapt to change and maintain business integrity

### Preferred Qualifications

* Previous medical records experience preferred
* HIPAA knowledge preferred
* 1+ year of customer service or call center experience preferred
* Experience working with release of information requests preferred

### Benefits

Benefits not listed in the posting.

### Good Fit For

This role may be a good fit for candidates with experience in medical records, release of information, healthcare customer service, call center support, HIPAA documentation, requestor support, data entry, records processing, invoice support, or health information management.