Function as a go-to person for training, special projects, and expertise
Lead by example; exhibit a positive and supportive attitude with a commitment to teamwork
Receives inbound phone inquiries from requesters regarding patient medical records
Answers questions regarding the 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.

High School Diploma or equivalent required
College courses beneficial but not required
Experience with MRO daily processes and model
6 months’ experience preferred
Ability to consistently maintain above average individual performance metrics
Proven background, expertise, and technical acumen in key competencies of the position
Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen
Computer knowledge
Accurate data entry skills and attention to detail
Prior customer service experience strongly preferred
Strong problem-solving skills
Exceptional interpersonal skills and capacity to build effective relationships with co-workers and requesters
Ability to work effectively and independently in high volume production environments
Demonstrated proficiency in verbal communication.

Senior ROI Service Administrator

Similar Jobs