ROI Service Administrator
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Job Description
ROI Service Administrator handling inbound medical-record release inquiries for MRO’s U.S. healthcare clients. Managing request statuses, issue resolution, and EMR updates remotely.
Responsibilities:
- Field inbound inquiries regarding release of information (ROI) requests for medical records.
- Provide issue resolution and status updates concerning medical-record requests.
- Post corrective actions in the corporate database to facilitate timely release-of-information processing.
- Work within ROI Online and various Electronic Medical Systems.
- Receive inbound phone inquiries from requesters regarding medical records.
- Answer questions regarding request status and ensure calls are answered promptly and courteously within prescribed standards and metrics.
- Escalate complex elevated issues with the Supervisor.
- Maintain positive relationships with hospital clients and ROI requesters.
- Maintain knowledge of HIPAA, HITECH, state/federal rulings and statutes, and facility requirements.
- Participate in weekly customer service meetings to assess trends, training opportunities, skill enhancement, and client/requester issues.
- Access and navigate multiple EMR systems to check inquiry status.
- Perform other duties assigned by management.
Requirements:
- 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 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.
- Ability to work during hours located in the Mountain/Pacific Time Zones.
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan
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