Customer Service Representative

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.

• 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

• 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

• 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 

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

• Sitting for long periods

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.