Client service representative

Purpose

This is an entry levelposition responsible for processing all release of information(ROI) specifically medical record requests in a timely andefficient manner ensuring accuracy and providing customers with thehighest quality product and customer service.

Associate must at alltimes safeguard and protect the patients right to privacy byensuring that only authorized individuals have access to thepatients medical information and that all releases of informationare in compliance with the request authorization company policy andHIPAA regulations.

Duties and responsibilities

• Receives incoming requests forinformation and responds to requests by opening mail assistingwalkins and telephone inquiries and retrieving facsimile inquiriesin a timely manner.
• Date stamps all requestsand highlights pertinent data to facilitate processing.
• Validates requests and authorizations forrelease of medical information according to established proceduresand HIPAA guidelines.
• Completes release ofinformation requests including retrieving patients medical chartsand returning charts copying / scanning medical records accuratelyand correctly according to requests established procedures andestablished standards of quality and productivity;

andelectronically transmits medical record to processing operations.

• Performs quality checks on all work to assureaccuracy of the release confidentiality and proper invoicing.
• Maintains equipment in excellent operatingcondition (inside and out) and troubleshoot equipment issues withassistance from the Help Deskdepartment.
• Provides excellent customer serviceby being attentive respectful and professional at all times;insures understanding of customer request and followsthrough aspromised;

being proactive in identifying and addressing memberconcerns or problems.

• Demonstrates helpful andeffective telephone etiquette and customer service skills byproviding appropriate information to callers.
• Maintains a neat clean and professionalpersonal appearance and observes the dress code established by theCompany or the member facility.
• Maintains aclean and orderly work area insures that records and files areproperly stored before leaving area and insures adequate suppliesto meet customer requests.
• Maintains workingknowledge of the current state laws regarding fee structure andHIPAA regulations as well as facility policies and procedures inregards to release of information.
• Ability tomaintain regular attendance and punctuality as scheduled. NotifiesManager Operations and / or Supervisor if unable to adhere to dailyschedule.
• Adheres to all Company time andattendance policies or applicable law covering meal breaks and restperiods. Records all accurate work hours in the Companys designatedtime keeping system daily and adheres to the Companys overtimepolicy and procedures for requesting time off or change inschedule.
• Works within scope of position anddirection; willingly accepts assignments and is available to takeon additional member facilities and assist with ROI backlogs.
• Performs responsibilities in accordance withthe Companys and member facilities policies and procedures andstate and federal labor regulations and works to minimizeconfidentiality breaches.
• Maintainsconfidentiality information security and ethical behavior whenhandling all Company and medical records information duringtransport storage and disposal.

Will not remove medical recordsinformation from member site unless written authorization isprovided by the facilitys HIM Director Company Manager and / orSupervisor and Vice President of Operations.

• Attends and participates in requirededucational training sessions and staff meetings as scheduled andassigned.
• Ability to adapt to change andrespond to difficult and challenging situations in a professionalmanner.
• Accepts new assignments willingly tomeet business needs.
• Communicates with Manageron an ongoing basis providing information and data as requestedincluding members changing needs and requests.
• Promptly reports to Manager any customerservice concerns and / or any potential HIPAA violations whetheractual or perceived.
• Informs Manager of siteor work difficulties special project requests from facility andfluctuating volume in daily workload.
• Abilityto accurately and efficiently utilize a computer for data inputretrieval of data and all other tasks associated with release ofinformation services and time reporting.
• Ability to work with minimum supervisionorganize workload and prioritize work tasks to meet productiongoals.
• Ability to recognize emergencysituations within context of job duties and communicate potentialissues to Supervisor and / or ManagerOperations.
• Maintains knowledge of safetyprocedures to ensuring a safe work environment and reports safetyconcerns to Supervisor and / or Manager Operations
• Maintains a current and valid drivers licenseand insures personal automobile insurance is in force and will bemaintained in at least the amounts required by state law on anyautomobile or transportation that is use in connection with Companyduties.
• Checks the Companys and other assignedemail and communication systems such as REP Online and memberassigned email on a daily basis.

Utilizes assigned tools withinestablished guidelines. Performs other tasks as assigned includingbut not limited to working at facilities within 50 miles ofprincipal site as business needs arise.

Adheres to the Companys Code of Conduct andbusinessstandards.

Qualifications

• A High School Diplomaor GED is required.
• Must be able tocommunicate effectively in the English language.
• Administrative experience in an officesetting; previous release of information medical records or otherrelated experience in a healthcare environment is preferred.
• Proven customer service experience and / ortraining.
• Ability to effectively use computersoftware and technology as required by the member facilityincluding Microsoft Word and Excel
• Ability tounderstand and become knowledgeable of Release of Informationstandards policies & procedures and HIPAA regulations and tocomplete work in compliance of these and other standards.
• Ability to read and comprehend simplehealthcare terminology
• Effective verbal andwritten communication skills.
• Effectiveorganizational skills a must

Last updated : 2024-05-12