Empower AI Inc.
Customer Service Representative - Bilingual, Spanish
Empower AI Inc., New York, New York, United States
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 CUSTOMER SERVICE REPRESENTATIVE II Bilingual (Spanish) - Hours 11:30am -8:00pm (EST)
Understands and represents company’s mission, vision, and values to all internal and external customers
Applies knowledge of the process of requesting medical records from various types of healthcare facilities, including but not limited to hospitals, community clinics, dental facilities, pharmacies, home or school-based care management companies, and clinical laboratories
Applies knowledge of medical record document types to ensure the correct documentation is collected
Engages customer in appropriate communication, managing expectations while building a collaborative relationship
Responds to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
Understands and resolves customer requests, questions and provides analysis of situations to determine best use of resources
Obtains, evaluates and analyzes all relevant information to successfully handle inquires
Serves as liaison between the customer and various departments or team members in response to inquires
Directs unresolved issues to designated departments or team members for further investigation if necessary
Participates in educating and communicating the program requirements to submitters and customers
Responds to all written inquires (letter, fax, and email) in a prompt and professional manner
Records details of inquiries, comments and issues through data entry into customer service program and system as required
Keeps records of customer interactions and transactions
Records details of actions taken and provide follow-up and results orientation based upon established protocols
Identifies and analyzes trends and reports to management team
Recommends process improvement to management team (Lessons learned & Best Practices)
Maintains a high level of knowledge and complies with all protocols, policies and procedures
Files all project documents (hard and soft copies) in accordance with program requirements
Provides assistance as needed to team members or other support
Serves as liaison between the customer and the various departments or team members in response to telephonic inquiries
Analyzes customer questions to determine best use of resources to resolve the situation
Applies knowledge of softphone operation
Complies with departmental policies and procedures
Performs other duties as assigned by manager
Qualifications Requirements:
Associate’s Degree or equivalent related experience
Fluency in written and spoken Spanish, including command of medical terminiology
2 – 7 years call center or medical records handling experience
Desired:
Extensive knowledge of medical records and their components
Extensive knowledge of medical record creation and retention practices, policies, and procedures
Excellent oral and written communication skills
Knowledge of and the ability to use Microsoft Word, Excel, Outlook, and Internet applications
Team-oriented and able to implement the operational strategies and procedures that will help achieve the overall quality and production goals of the Customer Service Team
Ability to efficiently organize and manage assigned workload
Demonstrated knowledge of softphone platforms is preferred
Familiarity with navigating healthcare phone systems/IVR menus preferred
Physical Requirements:
This position requires the ability to perform the below essential functions:
Sitting for long periods
Talking for long periods
Typing 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.
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 CUSTOMER SERVICE REPRESENTATIVE II Bilingual (Spanish) - Hours 11:30am -8:00pm (EST)
Understands and represents company’s mission, vision, and values to all internal and external customers
Applies knowledge of the process of requesting medical records from various types of healthcare facilities, including but not limited to hospitals, community clinics, dental facilities, pharmacies, home or school-based care management companies, and clinical laboratories
Applies knowledge of medical record document types to ensure the correct documentation is collected
Engages customer in appropriate communication, managing expectations while building a collaborative relationship
Responds to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
Understands and resolves customer requests, questions and provides analysis of situations to determine best use of resources
Obtains, evaluates and analyzes all relevant information to successfully handle inquires
Serves as liaison between the customer and various departments or team members in response to inquires
Directs unresolved issues to designated departments or team members for further investigation if necessary
Participates in educating and communicating the program requirements to submitters and customers
Responds to all written inquires (letter, fax, and email) in a prompt and professional manner
Records details of inquiries, comments and issues through data entry into customer service program and system as required
Keeps records of customer interactions and transactions
Records details of actions taken and provide follow-up and results orientation based upon established protocols
Identifies and analyzes trends and reports to management team
Recommends process improvement to management team (Lessons learned & Best Practices)
Maintains a high level of knowledge and complies with all protocols, policies and procedures
Files all project documents (hard and soft copies) in accordance with program requirements
Provides assistance as needed to team members or other support
Serves as liaison between the customer and the various departments or team members in response to telephonic inquiries
Analyzes customer questions to determine best use of resources to resolve the situation
Applies knowledge of softphone operation
Complies with departmental policies and procedures
Performs other duties as assigned by manager
Qualifications Requirements:
Associate’s Degree or equivalent related experience
Fluency in written and spoken Spanish, including command of medical terminiology
2 – 7 years call center or medical records handling experience
Desired:
Extensive knowledge of medical records and their components
Extensive knowledge of medical record creation and retention practices, policies, and procedures
Excellent oral and written communication skills
Knowledge of and the ability to use Microsoft Word, Excel, Outlook, and Internet applications
Team-oriented and able to implement the operational strategies and procedures that will help achieve the overall quality and production goals of the Customer Service Team
Ability to efficiently organize and manage assigned workload
Demonstrated knowledge of softphone platforms is preferred
Familiarity with navigating healthcare phone systems/IVR menus preferred
Physical Requirements:
This position requires the ability to perform the below essential functions:
Sitting for long periods
Talking for long periods
Typing 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.