ROI Specialist

Description: The Release of Information (ROI) Specialist I within the VitalChart department of VRC Companies, LLC (“VRC”) is responsible for processing all assigned requests for medical records in a timely, efficient manner while ensuring accuracy and the highest quality service to healthcare clients. This position must, always, safeguard and protect the patient’s right to privacy by ensuring that only authorized individuals have access to the patient’s medical information and that all Release of Information requests follow the request authorization, VRC, and healthcare facility policies as well as federal/state statutes, such as HIPAA. Additionally, this position is required to continually perform at a high quality and productivity level. This position interacts with the ROI Area Manager and/or ROI Team Leader regularly and will keep them informed of any concerns or issues regarding quality, connectivity, client concerns, and requestor issues that may impact VRC performance or service expectations. This position must conduct interpersonal relationships in a manner designed to project a positive image of VRC.

Key Responsibilities / Essential Functions

• Assigned Release of Information request types will primarily be Continuing Care and Disability Determination Services, with cross-training on other request types as supervisor deems appropriate based on experience and performance
• Accesses Release of Information requests and medical records for healthcare client(s) according to the specific procedure and security protocol for each client
• Completes Release of Information requests daily, prioritizing requests as needed based on turnaround timeframes and procedures of VRC and the service agreement between the healthcare facility and VRC
• validates requests and signed patient authorizations for compliance with HIPAA, other applicable federal and state statutes, and established procedure
• classifies request type correctly
• logs request into ROI software
• retrieves and uploads requested portions of the patient’s medical chart (from electronic or physical repository)
• performs Quality Control checks to ensure accuracy of the release and to avoid breaches of Protected Health Information (PHI)
• checks for accurate invoicing and adjusts invoice as needed
• releases request to the valid requesting entity
• Rejects requests for records that are not HIPAA-compliant or otherwise valid
• For records pulled from a physical repository, returns records to proper location per VRC and healthcare client procedure
• Documents in ROI software all exceptions, communications, and other relevant information related to a request
• Alerts supervisor to any questionable or unusual requests or communications
• Alerts supervisor to any discovered or suspected breaches immediately
• Alerts supervisor to any issues that will delay the timely release of records
• Answers requestor inquiries about a request in an informative, respectful, efficient manner
• Stores all records and files properly and securely before leaving work area.
• Ensures adequate office supplies available to carry out tasks as soon as they arise
• Is available and knowledgeable to take on additional healthcare facilities or request types to assist during backlogs
• Understands that healthcare facility assignments (on-site and/or remote) are subject to change
• Carries out responsibilities in accordance with VRC and healthcare facility policies and procedures as well as HIPAA, state/federal regulations, and labor regulations
• Maintains confidentiality, security, and standards of ethics with all information
• Works with privileged information in a conscientious manner while releasing medical records in an efficient, effective, and accurate manner
• Alerts supervisor to any connectivity problems, malfunctions of software or computer/office equipment, or security risks in work environment
• Must adhere to all VRC policies and procedures.
• Completes required training within the allotted timeframe
• All other duties as assigned.

Minimum Knowledge, Skills, Experience Required

• High School Diploma (GED) required; degree preferred
• Prior experience with ROI fulfillment preferred
• Demonstrated attention to detail
• Demonstrated ability to prioritize, organize, and meet deadlines
• Demonstrated documentation and communication skills
• Demonstrated ability to maintain productivity and quality performance
• Basic knowledge of medical records and the Health Insurance Portability and Accountability Act of 1996 (HIPAA) preferred
• Prior experience with EHR/EMR platforms preferred
• Prior experience with Windows environment and Microsoft Office products
• Displays strong interpersonal skills with team members, clients, and requestors
• Must have strong computer skills and Microsoft Office skills
• Prior experience with operations of equipment such as printers, computers, fax machines, scanners, and microfilm reader/printers, etc. preferred
• Must be detailed oriented, self-motivated and can stay focused on tasks for extended periods of time.
• Must be able to read, write, speak, and comprehend English. Bilingual skills are desirable.

Working Conditions

• Requires ability to work 8 hours quietly at a computer screen and keyboard/mouse.
• Requires ability to withstand pressures of constant deadlines, training demands, and changing healthcare environment.
• Job involves standing, walking, sitting, stooping, pushing, pulling, and crouching.
• Manual dexterity and strength sufficient to enter information via computer keyboard for long periods of time, to write a notes and information needed, and to pick up and hold paperwork, supplies, and other items.
• Eyesight sufficient to effectively read documents and to accurately view information on a computer monitor
• Speaking and hearing ability sufficient to communicate effectively
• Eye/hand coordination, hearing, and visual acuity necessary for day-to-day tasks
• The ability to lift 20 pounds occasionally and 10 pounds frequently.
• Should be able to reach and extend arms in any direction.
• Must be able to respond in a professional manner to angry customers and requestors, both internally and externally, and refer to supervisor as direct and/or as good judgment dictates.
• Must be open to change (positive or negative) and to consider variety in the workplace.
• Must have the ability to accept criticism and deal calmly and effectively with high stress situations.
• Physical presence on-site is essential unless assignment is 100% remote.
• Hearing and vision must be normal or corrected to within normal range.
• Able to perform the duties with or without reasonable accommodation.
• Display a willingness to take on responsibilities and challenges.
• May require travel to healthcare facilities if assigned to on-site ROI role.

A thorough understanding of this role and tasks and how they impact the organization and its strategic and financial goals and how they affect the integrity of the organization’s data and information.

A commitment to discuss questions and recommendations about processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided.

Participation in education as required for corporate compliance and role-specific functions and tasks.