Senior ROI Specialist

ROLE: The Sr. ROI Specialist is responsible for providing support at a specified client site for the Release of Information (ROI) requests for patient medical record requests. They will exercise sound judgment and critical thinking skills in the execution of job duties while working with supervisor and/or management on uncommon ROI request. They will also assist with training of associates for the ROI Specialist position and dictate the workflow for all ROI Specialists located at their site. The Sr. ROI Specialist will demonstrate a working knowledge of ROI online and other work tools and software while having a proficient understanding of MRO Corp

TASKS AND RESPONSIBILITIES:

1. Generates and submits weekly reports from ROI Online and other tools and software as directed by Management.
2. Attends meetings and or conference calls as directed by management.
3. Receives incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner.
4. Date stamps all requests and highlights pertinent data to facilitate processing.
5. Validates requests and authorizations for release of medical information according to established procedures and HIPAA guidelines.
6. Completes release of information requests with complete accuracy and quality checks to including retrieving patient’s medical charts and returning charts, copying/scanning medical records accurately and correctly (according to requests), established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations.
7. Maintains equipment in excellent operating condition (inside and out) and troubleshoot equipment issues with assistance from the Help Desk departments.
8. Provides excellent customer service by being attentive, respectful and professional at all times; insures understanding of customer request and follows-through as promised; being proactive in identifying and addressing member concerns, or problems.
9. Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers.
10. Maintains a clean and orderly work area, insures that records and files are properly stored before leaving area, and insures adequate supplies to meet customer requests.
11. Maintains working knowledge of the current state laws regarding fee structure, and HIPAA regulations as well as facility policies and procedures in regards to release of information.
12. Works within scope of position and direction; willingly accepts assignments and is available to take on additional tasks facilities or assist with ROI backlogs.
13. Performs responsibilities in accordance with MRO Corp and member facilities policies and procedures and state and federal labor regulations and works to minimize confidentiality breaches.
14. Maintains confidentiality, information security and ethical behavior when handling all MRO Corp and medical records information during transport, storage and disposal. Will not remove medical records information from client site unless written authorization is provided by the facility’s HIM Director, MRO Corp Area and/or Regional Director attends and participates in required educational training sessions and staff meetings as scheduled and assigned.
15. Ability to adapt to change and respond to difficult and challenging situations in a professional manner; while accepting new assignments willingly to meet business needs.
16. Communicates with Area Manager on an on-going basis, providing information and data as requested including member’s changing needs and requests, work difficulties, special project requests from facility, and fluctuating volume in daily work load.
17. Promptly reports to Area Manager any customer service concerns and/or any potential HIPAA violations whether actual or perceived.
18. Ability to accurately and efficiently utilize a computer for data input, retrieval of data, running reports and all other tasks associated with release of information services and time reporting.
19. Ability to work with minimum supervision, organize workload and prioritize work tasks to meet production goals.
20. Ability to recognize emergency situations within context of job duties and communicate potential issues to Management.
21. Maintains knowledge of safety procedures to ensuring a safe work environment and reports safety concerns to Area Manager and/or Regional Director.
22. Checks MRO Corp and other assigned email systems on a daily basis. Utilizes assigned tools within established guidelines.

SKILLS|EXPERIENCE:

• 1 year of experience preferably with release of information, medical records, or other related experience in a healthcare environment.
• Proven customer service experience and/or training.
• Ability to understand and become knowledgeable of Release of Information standards, policies & procedures and HIPAA regulations and to complete work in compliance of these and other standards.
• Must possess the understanding of simple health care terminology.
• Ability to use fax, copier, microfilm machine, and multiline phone system and other required work tools
• Ability to learn new equipment and required processes in a fast paced environment
• Must be willing to travel to multiple sites based on the needs of the region
• Ability to work professionally, effectively, and efficiently in a team environment.
• Must be able to multi-task effectively; possess strong organizational, verbal and written communicational skills.
• Must maintain a current and valid driver’s license and insures personal automobile insurance; in at least the amounts required by state law, on any automobile or transportation that is use in connection MRO Corp duties.
• High School Diploma/GED required
• Prior work experience in Release of Information in a physician’s office or HIM Department is required.
• Knowledge of medical terminology is required.
• Knowledge of HIPAA regulations is required.
• Ability to effectively use computer software and technology as required by the client facility including Microsoft Word and Excel