Remote ROI Service Administrator

Overview The ROI Service Admin is responsible for fielding inbound inquiries regarding release of information (ROI) requests for medical records while maintaining consistent excellent customer service standards. The ROI Service Admin provides issue resolution, status updates concerning requests for medical records, and posts corrective actions in the corporate database to facilitate timely release of information processing. The ROI Service Admin will work within ROI Online and various Electronic Medical Systems. Responsibilities Receives inbound phone inquiries from requesters regarding medical records. Answers questions regarding status of the request. Ensures that calls are answered promptly and courteously within prescribed standards and metrics. Works with Supervisor to escalate complex elevated issues. Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, and others). Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances. Participates in weekly customer service meetings to assess, discuss, and analyze trends, training opportunities, skill enhancement and client/requester issues. Access and navigate through multiple EMR(s) systems to check status of inbound phone inquiries from requesters. Performs other duties as assigned by management. Qualific