Job Title: Customer Service Representative (CSR) – APS Retrieval Team: Offshore CSR Calling Team Shift: US Shift (night) Role Overview The CSR manages the retrieval of APS and medical records on behalf of US insurance clients. This covers provider follow-ups by phone and email, keeping case documentation accurate, raising client approvals and notifications on time, and resolving escalated cases within agreed turnaround times. Because every case involves Protected Health Information (PHI), the role depends on human judgment and manual verification at each step, so the right records and authorizations stay with the right case and errors are prevented before they reach the client. Key Responsibilities Provider Follow-up and Escalations Review orders and make outbound calls to medical providers on escalated cases, handling live conversations to clarify requirements and speed up record retrieval. Send email follow-ups to providers and facilities on pending requests. Handle client escalations, investigate the case history, and give timely, accurate resolutions. Review NYL cases and document a clear, case-specific reason for escalation. Client Communication Send client notifications for Banner cases as per the client’s requirements, checking case details before sending so the correct client receives the correct information. Email clients for approval when providers charge fees for records. Notify clients when a provider confirms that records will not be released, with the reason. Case Management and Data Quality Review and close duplicate cases and cases that have exceeded the allowed time (overtime cases), following client guidelines. Manually correct authorizations that exceed the system size limit, confirming the authorization stays valid and complete so it can be submitted successfully. Review and remove unwanted or irrelevant authorizations and documents from case files, making sure no required document is lost and no unrelated PHI remains on the case. Add special instructions to cases that are missing them, so case handling stays consistent. Compliance and Quality Follow HIPAA and data privacy guidelines when handling PHI. Manually verify records, authorizations, and client communications before taking action, to prevent PHI exposure and processing errors. Meet daily productivity targets, turnaround times, and quality audit standards. Coordinate with the onshore team on process updates, exceptions, and client-specific requirements. Skills and Qualifications Any graduate. Experience in US healthcare, APS retrieval, or medical records is preferred. Strong spoken and written English for provider calls and client emails. Strong attention to detail and sound judgment for reviewing orders, authorizations, and case documents. Understanding of PHI sensitivity and HIPAA compliance, or the willingness to be trained on it. Basic computer skills, and comfort working across multiple tools and dashboards. Able to work US night shifts and manage high daily case volumes without compromising accuracy. At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [email protected]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.

Offshore CSR.

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