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Customer Service Representative

Empower AI Inc. -
Remote

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Job Details

Qualifications

Phone communication
Documentation tools
Multi-line phone systems
Productivity software
Phone call management

Full Job Description

Overview:

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities:

Empower AI: As a casual status Customer Service Representative I (CSR I) for Empower AI, Inc., you will contact and communicate with providers to obtain required medical record documentation in an expeditious manner. The CSR works in a fast-paced challenging environment using clear, concise descriptions of the requested provider documentation to avoid misunderstanding and the need for repeated follow-up calls. You will serve as a critical component in meeting our mission of providing excellent services to our clients. Your experience ensures an exciting and rewarding opportunity to be at the forefront of activities related to implementing healthcare reform on a national level. In assuming this position, you will be a critical contributor to meeting Empower AI’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:

Requests records and information from providers
Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
Analyzes provider questions to determine best use of resources to resolve the situation
Serves as liaison between the providers and the various departments or team members in response to inquiries
Professionally responds to all written inquiries (letter, e-fax, e-mail)
Processes rejected records that do not meet initial inspection criteria and contacts providers to resubmit legible copies
Assists providers in identifying what is being requested and answers their inquiries
Processes and verifies received records through provider communication indicating when invalid documentation is replaced or ready for assignment
Maintains competency and attends required education and training programs
Complies with all departmental protocols, policies and procedures
Performs other duties as assigned by Call Center Manager/Medical Records Supervisor

Qualifications:

Requirements:

Associates Degree in any of the following disciplines:
- Medical Records
- Computer Science
Or high school diploma or a G.E.D and two years of customer service, call center and/or medical record experience
Proficiency with computers and computer software, specifically MS Word and MS Excel
Ability to handle multiple phone lines throughout the business day
Ability to be able to speak clearly and articulate in a professional manner
Ability to work with others in a team environment

Preferred Education and Experience:

Extensive knowledge of medical records and their components, and medical record practices, policies and procedures desired.
Knowledge of medical terminology
Knowledge of healthcare and Medicare forms, documentation, and facilities
Optional - Bilingual (Spanish) CSR - must be fluent in speaking, reading and understanding the Spanish language.
Prefer at least one (1) year of customer service experience with call center detail

Physical Requirments:

This position requires the ability to perform the below essential functions:

Sitting for long periods

About Empower AI:

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

Apply Now

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