Client Service Representative I (Medical Records/ROI)
Company: Ciox Health
Location: Palm Springs
Posted on: January 11, 2021
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Job Description:
Overview This is an entry level position responsible for
processing all release of information (ROI) specifically medical
record requests in a timely and efficient manner ensuring accuracy
and providing customers with the highest quality product and
customer service. Associate must at all times 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 releases of information are in compliance with the
request, authorization, company policy and HIPAA
regulations.Full-Time: Monday-Friday 8:00-4:30 PMFull Benefits:
PTO, Health, Vision, and Dental Insurance and 401k Savings Plan &
Tuition ReimbursementLocation: This role will be performed at one
location (Palm Springs, CA 92262) Responsibilities Receives
incoming requests for information and responds to requests by
opening mail, assisting walk-ins and telephone inquiries, and
retrieving facsimile inquiries in a timely manner.Date stamps all
requests and highlights pertinent data to facilitate
processing.--Validates requests and authorizations for release of
medical information according to established procedures and HIPAA
guidelines.Completes release of information requests including
retrieving patient's medical charts and returning charts,
copying/scanning medical records accurately and correctly,
according to requests, established procedures, and established
standards of quality and productivity; and electronically transmits
medical record to processing operations.Performs quality checks on
all work to assure accuracy of the release, confidentiality, and
proper invoicing.Maintains equipment in excellent operating
condition (inside and out) and troubleshoot equipment issues with
assistance from the Help Desk department.Provides excellent
customer service by being attentive, respectful and professional at
all times; insures understanding of customer request and
follows-through as promised; being proactive in identifying and
addressing member concerns, or problems.Demonstrates helpful and
effective telephone etiquette and customer service skills by
providing appropriate information to callers.--Maintains a neat,
clean, and professional personal appearance and observes the dress
code established by the Company or the member facility.--Maintains
a clean and orderly work area, insures that records and files are
properly stored before leaving area, and insures adequate supplies
to meet customer requests.--Maintains working knowledge of the
current state laws regarding fee structure, and HIPAA regulations
as well as facility policies and procedures in regards to release
of information.--Ability to maintain regular attendance and
punctuality as scheduled. Notifies Manager, Operations and/or
Supervisor if unable to adhere to daily schedule.Adheres to all
Company time and attendance policies or applicable law covering
meal breaks and rest periods. Records all accurate work hours in
the Company's designated time keeping system daily and adheres to
the Company's overtime policy and procedures for requesting time
off or change in schedule.--Works within scope of position and
direction; willingly accepts assignments and is available to take
on additional member facilities and assist with ROI
backlogs.--Performs responsibilities in accordance with the
Company's and member facilities policies and procedures and state
and federal labor regulations and works to minimize confidentiality
breaches.--Maintains confidentiality, information security and
ethical behavior when handling all Company and medical records
information during transport, storage and disposal. Will not remove
medical records information from member site unless written
authorization is provided by the facility's HIM Director, Company
Manager and/or Supervisor and Vice President of
Operations.--Attends and participates in required educational
training sessions and staff meetings as scheduled and
assigned.--Ability to adapt to change and respond to difficult and
challenging situations in a professional manner.Accepts new
assignments willingly to meet business needs.--Communicates with
Manager on an on-going basis, providing information and data as
requested including member's changing needs and requests.--Promptly
reports to Manager any customer service concerns and/or any
potential HIPAA violations whether actual or perceived.--Informs
Manager of site or work difficulties, special project requests from
facility, and fluctuating volume in daily workload.--Ability to
accurately and efficiently utilize a computer for data input,
retrieval of data and all other tasks associated with release of
information services and time reporting.--Ability to work with
minimum supervision, organize workload and prioritize work tasks to
meet production goals.--Ability to recognize emergency situations
within context of job duties and communicate potential issues to
Supervisor and/or Manager, Operations.Maintains knowledge of safety
procedures to ensuring a safe work environment and reports safety
concerns to Supervisor and/or Manager, Operations--Maintains a
current and valid driver's license and insures personal automobile
insurance is in force and will be maintained, in at least the
amounts required by state law, on any automobile or transportation
that is use in connection with Company duties.--Checks the
Company's and other assigned email and communication systems such
as REP Online and member assigned email on a daily basis. Utilizes
assigned tools within established guidelines. Performs other tasks
as assigned including but not limited to working at facilities
within 50 miles of principal site as business needs arise.--Adheres
to the Company's Code of Conduct and business standards.
Qualifications A High School Diploma or GED is required.Must be
able to communicate effectively in the English
language.Administrative experience in an office setting; previous
release of information, medical records, or other related
experience in a healthcare environment is preferred.Proven customer
service experience and/or training.Ability to effectively use
computer software and technology as required by the member facility
including Microsoft Word and ExcelAbility to understand and become
knowledgeable of Release of Information standards, policies &
procedures and HIPAA regulations and to complete work in compliance
of these and other standards.Ability to read and comprehend simple,
healthcare terminologyEffective verbal and written communication
skills.Effective organizational skills a mustAbility to use fax,
copier, microfilm machine, and multiline phone system and other
required work tools
Keywords: Ciox Health, Palm Springs , Client Service Representative I (Medical Records/ROI), Healthcare , Palm Springs, California
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