eHealth Technologies

Job 114606 - Customer Support Specialist, Rochester, NY

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Job Details

Location: Rochester, NY
Employment Type: Full-Time
Salary: Competitive

Job Description

Company Description:


eHealth Technologies is the leading provider of continuity of care solutions, serving over half of the nation's top 100 hospitals and leading health information exchanges (HIEs), including 11 of the top 17 hospitals selected to the prominent Honor Roll of the Best Hospitals from the 2012-2013 U.S. News & World Report.  The company's eHealth Connect® offering enhances patient and physician satisfaction by streamlining transitions of care, and by providing the right patient information – when and where it is needed.  Visit


Career Opportunity Description:


This position is a member of eHealth Technologies’s Customer Account Regional team, plays a pivotal role in delivering critical patient information as requested by customers. The CSS 1 plays a key role in the accomplishment of eHealth Technologies business objectives by providing their assigned regional customers exceptional value and timely information.   The CSS 1 is an entry level position. The person chosen for this opportunity will be experienced working in a dynamic, fast paced, technological, team- oriented work environment.


Primary Responsibilities:


  1. Opens and validates requests, requests information from providers via fax or phone, follows up open requests, ensures all information is received and accurate
  2. Efficiently and effectively documents request progress in case management system.
  3. May also undertake additional activities at the request of the customer.
  4. Proactively addresses and elevates customer service issues to Regional Team Leader.
  5. Adheres to established business processes, policies and regulations
  6. Ensures customer requests are processed in a timely and HIPAA compliant manner maintaining appropriate documentation.
  7. Appropriately prioritizes work to support team goals
  8. Ensures all policies and procedures are followed appropriately with emphasis on strict adherence to HIPAA guidelines.
  9. Proactively monitors request activity and takes necessary action to avert potential customer service issues.
  10. Recommends improvements to procedures, workflows and processes
  11. Performs at a high level of quality to eliminate the potential for incorrect transfer of Patient Health Information.
  12. Maintains a high state of training and performance and is properly certified on all necessary processes. 
  13. Maintains effective communication and good relationships with all providers.


Knowledge and Skill Requirements:

  1. AAS degree in related field.
  2. Call center or medical records experience required.
  3. Demonstrated excellence in communication (written and verbal) with customers
  4. Proficiency in all aspects of PC utilization including MS office.
  5. Demonstrates an uncompromising level of integrity, honesty, trustworthiness, and ethical behavior 
  6. Detail oriented and exhibits an urgency to achieve results.


Work requires willingness to occasionally work a flexible schedule


eHealth Global Technologies, Inc. is an Equal Opportunity Employer

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