Customer Service Specialist Job – (USA) | HealthMark Group Full Time

1. Job Overview 

HealthMark Group is hiring a dedicated Customer Service Specialist to support clients, patients, and requestors by providing timely, accurate, and empathetic assistance. This remote role is ideal for someone who thrives in fast-paced environments, manages high call volumes, and enjoys helping people with professionalism and patience.

2. Company Introduction 

HealthMark Group is a trusted leader in digital health information management, serving thousands of medical providers, hospitals, and clinics across the United States. With more than 15 years of experience, HealthMark has transformed how patient information is requested, processed, and delivered—ensuring secure, compliant, and efficient services at every step.

The company is committed to providing a seamless patient experience through innovative technology, clear communication, and high-quality customer service. HealthMark believes that exceptional customer support plays a critical role in improving healthcare workflows and ensuring timely access to essential medical records. As part of the team, you will contribute directly to improving patient satisfaction, strengthening compliance, and supporting healthcare organizations nationwide. HealthMark Group fosters a culture built on integrity, empathy, teamwork, and continuous learning.

3. Job Details Table 

4. Salary, Benefits & Allowances 

This full-time position offers a competitive hourly rate of $15–$18 per hour, depending on experience and performance. Employees are eligible for overtime based on state and federal labor regulations. HealthMark also provides a range of benefits designed to support personal well-being and professional growth, including medical, dental, vision, and life insurance. Additional perks include paid time off, a 401(k) retirement plan, flexible spending accounts, and short-term or long-term disability coverage. Team members also receive a monthly remote-work stipend to help cover internet and device usage. With supportive leadership and continuous training, HealthMark ensures that each employee has the tools and opportunities needed to excel.

5. Job Responsibilities 

• Manage up to 85 calls per day, maintaining an 11-calls-per-hour average.

• Assist clients, patients, and requestors regarding the status of medical record requests.

• Document all interactions clearly and accurately using Med-Release.

• Provide professional, empathetic, and solution-focused customer service at all times.

• Resolve issues such as missing information, invoice errors, and request updates.

• Securely fax and email medical records to authorized requestors.

• Reprocess orders and manage cancellations when necessary.

• Work closely with different departments to ensure timely processing of record requests.

• Identify and escalate recurring issues to the Customer Service Manager.

• Maintain high accuracy while completing data entry and administrative tasks.

• Follow HIPAA-compliant procedures for secure handling of medical information.

• Manage daily goals while maintaining excellent time management and organizational skills.

6. Required Education & Skills 

• High school diploma or GED required.

• Strong verbal and written communication skills.

• Ability to multi-task in a fast-paced, high-volume work environment.

• Proficiency with Microsoft Office tools.

• Strong analytical and problem-solving abilities.

• Ability to work independently with consistent reliability.

• Exceptional attention to detail and accuracy.

• Positive, empathetic, and professional attitude toward customers.

• 1+ year of customer service or call center experience preferred.

• Knowledge of HIPAA or medical records systems is a plus but not required.

7. How to Apply (Step-by-Step)

1. Visit the official HealthMark Group careers page or the job posting on your preferred job platform.

2. Prepare an updated resume highlighting customer service experience and technical skills.

3. Submit your resume along with any additional information requested in the application portal.

4. Ensure your contact details are accurate for interview scheduling.

5. Complete any initial screening questionnaires if prompted.

6. Wait for a recruiter to contact you regarding the next steps in the hiring process.

7. Attend interviews, demonstrate communication skills, and discuss your experience confidently.

8. Selection Process

The selection process begins with an application review, where recruiters evaluate your experience, communication skills, and attention to detail. Shortlisted candidates are invited to a phone or virtual interview to assess customer service capabilities, professionalism, and adaptability. You may be asked scenario-based questions to determine how you handle challenging situations or high-volume environments. Depending on the role, candidates may complete a basic skills assessment to evaluate typing speed, comprehension, and problem-solving. Once interviews are complete, successful applicants receive an official offer along with details about training, onboarding, and remote work requirements.

9. Expected Interview Questions

1. How do you manage high call volumes while maintaining quality service?

2. Describe a time you dealt with a difficult customer and how you resolved the situation.

3. What steps do you take to ensure accuracy in your documentation?

4. How do you stay organized while handling multiple tasks at once?

5. What does excellent customer service mean to you?

6. Are you comfortable working independently in a fully remote environment?

7. How familiar are you with HIPAA or handling sensitive information?

10. Tips to Get Selected

To stand out, highlight your ability to multitask, handle pressure, and communicate clearly. Since this role involves consistent phone-based interaction, emphasize your professionalism, patience, and problem-solving skills. Demonstrate that you can manage high call volumes without compromising quality. Provide examples of how you’ve handled customer issues or worked in fast-paced environments. Being familiar with HIPAA, medical records, or administrative tools is an advantage, so mention any related skills. Show that you are reliable, detail-oriented, and committed to delivering excellent service daily.

11. Frequently Asked Questions

Q1. Is this a fully remote position?
Yes, the role is 100% remote within the United States.

Q2. What is the hourly pay?
The pay ranges from $15 to $18 per hour, depending on experience.

Q3. Do I need medical records experience?
No, it is preferred but not required. Training will be provided.

Q4. What are the working hours?
Monday to Friday, 8-hour shifts between 8:00 AM – 6:00 PM CST.

Q5. Is training paid?
Yes, all training sessions are fully paid.

Q6. Do I need a quiet home environment?
Yes, reliable internet and a quiet workspace are required.

Q7. Is this a high call-volume role?
Yes, the daily target is 85+ calls per day.

Q8. Are there growth opportunities?
Yes, HealthMark encourages internal promotions and long-term career development.

12. Final Conclusion

This Customer Service Specialist position at HealthMark Group is perfect for individuals who enjoy problem-solving, helping others, and working in a remote environment. With competitive pay, strong benefits, and meaningful responsibilities, this role offers an excellent opportunity to grow professionally while supporting healthcare organizations nationwide.