This position is responsible for processing Release of Information (ROI), specifically medical record requests in a timely and efficient manner, ensuring accuracy and individual metrics are met. Verifying and analyzing data to affect the efficient and effective retrieval of charts in accordance with the core business function of Ciox Health. Safeguarding and protecting the patient’s right to privacy by ensuring that only authorized individuals have access to the patient’s medical information. Ensuring all releases of information are in compliance with the request, authorization, company policy, and HIPAA regulations. Acting as a mentor regarding general questions, site EMRs, and assisting with new hire training and development. Processing medical record requests by taking calls from patients, insurance companies, and attorneys to provide medical record status. Documenting information in multiple platforms using two computer monitors.

• Provides 24/7 phone coverage for our partners and handles inquiries. • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. • Identifies customer needs by referring to case notes and examining each as a specific case. • Performs routine call center activities concerning business products and services. • Uses standard scripts and established guidelines and under supervision, to meet SLAs. • Provides customers with information that is specialized and communicated in a warm empathetic manner. • Gathers all necessary information to update the database. • Escalates issues to senior levels, based on complaints or concerns. • Explains company policies to customers. • Expand skills within an analytical or operational process and maintain appropriate license, training, and certifications. • Apply experience and skills to complete assigned work. • Works within established procedures, practices, and with a moderate degree of supervision. • Performs business support or technical work, using data organizing and coordination skills to complete assignments and in some areas, requires vocational training, certifications, licensures, or the equivalent experience. • Provide day-to-day contracted services to external clients and contracted services may include technical or non-technical customer support, transaction processing and sales & marketing services. • Performs other duties as assigned and comply with all policies and standards.

Responsible for serving as front-line support for the Patient Connection Center within Piedmont Healthcare. Answer incoming calls serving as First Call Resolution to address the appropriate course of action. Pre-register and schedule patient encounters for provider services. Utilize excellent customer service standards.

This role involves processing a variety of customer transactions via video interaction and delivering superior customer service. Receive and process transactions through ITMs including deposits, withdrawals, transfers, and account inquiries Facilitate the ITM process by providing step-by-step guidance to customers Monitor ITM machines to ensure proper functionality and assist with issue resolution Perform end-of-day balancing of transactions Strong knowledge of bank products and services to recognize customer needs and cross-sell products Participate in the bank’s referral program and utilize technology to show results Meet specific referral goals on a weekly, monthly, quarterly, and/or yearly basis Operate and balance a terminal and cash drawer daily Accept and process various transactions including loan payments and cash withdrawals Accept checks for cashing in accordance with FNB check handling procedures Participate in and complete all required training courses Maintain a flexible work environment conducive to teamwork Handle all cash and customer information in accordance with FNB Security Policy and Procedures Make outbound sales calls to current and prospective clients Flexibility with work schedules to accommodate staffing requirements Maintain confidentiality of customer business and personal information Accept responsibilities and projects assigned by a supervisor Work effectively in a team environment with coworkers and the public Complete all mandatory and elective training, including BSA and Anti-Money Laundering procedures Regular, predictable attendance is essential Complete all other duties as assigned