HIM Call Center Technician

About this role

• **Job Description:** Analyzes Release of Information (ROI) requests ensuring it is in compliance with company policy, and Federal (HIPAA) and state regulatory requirements.
• Responsible for processing and managing inbound calls of ROI requests for continuity of care in a timely and efficient manner ensuring accuracy and providing customers with the highest quality product and customer service in a confidential manner and secure environment.
• The Specialist must complete ROI requests including retrieving the patient's medical record in EPIC, copying/scanning/e-delivery/faxing of medical records accurately and correctly, according to established procedures and standards of quality.
• Monitor, track, analyze and complete continuity of care release of information requests within EPIC and OnBase.
• Retrieve records in response to requests for information while analyzing records for appropriate dates of service, verification of identity, and specific content requested.
• Ability to gather and analyze health information from EPIC and PACs/Radiology, etc; electronic, paper, microfilm, microfiche, scanned images.
• Ensure compliance with guidelines/requirements related to patient confidentiality and release of information according to established policies, procedures and regulatory requirements including the 21st Century Cures Act (Information Blocking), and the Health Information Portability Accountability Act (HIPAA), Joint Commission, CMS and OCR.
• Interact with physicians and staff when the requested information/results are not available in EPIC or when needing physician approval.
• Provide assistance to patients in completing authorization forms, guiding them on the process of ROI, patient portal (MyChart) and completing their requests with high patient satisfaction.
• Performs quality checks on all work to ensure accuracy of the release, and confidentiality.
• Must confirm patient identifiers, information to be released, time frame, requestor information and follow regulatory requirements "minimum necessary" is released in order to avoid breeches and possible legal actions.
• Demonstrate helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers.
• Mitigate customer issues in stressful and escalating situations to a successful outcome.
• Monitor, track and analyze statistical information for release of information as required.
• Manage inbound calls and provide timely turnaround of customer requests and meet and maintain productivity standards for competencies.
• Promotes mission, vision, and values of SCL Health, and abides by service behavior standards.
• Education Required: High School Diploma or Equivalent required Preferred: Associate or Bachelor's Degree in healthcare related field preferred A degree may substitute for years of experience required Certification Preferred : Registered Health Information Technologist (RHIT) or Registered Health Information Administrator (RHIA) preferred Experience Required : One year previous office experience and/or in a healthcare setting Preferred : Experience in a HIM department setting preferred.
• A degree may substitute for years of experience required Skills To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

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