HIM Call Center Technician

Job Description:

Analyzes Release of Information (ROI) requests ensuring it is in compliance with company policy, and Federal (HIPAA) and state regulatory requirements. Responsible for processing and managing inbound calls of ROI requests for continuity of care in a timely and efficient manner ensuring accuracy and providing customers with the highest quality product and customer service in a confidential manner and secure environment. The Specialist must complete ROI requests including retrieving the patient’s medical record in EPIC, copying/scanning/e-delivery/faxing of medical records accurately and correctly, according to established procedures and standards of quality. Scope

1. Monitor, track, analyze and complete continuity of care release of information requests within EPIC and OnBase.

2. Retrieve records in response to requests for information while analyzing records for appropriate dates of service, verification of identity, and specific content requested. Ability to gather and analyze health information from EPIC and PACs/Radiology, etc; electronic, paper, microfilm, microfiche, scanned images.

3. Ensure compliance with guidelines/requirements related to patient confidentiality and release of information according to established policies, procedures and regulatory requirements including the 21st Century Cures Act (Information Blocking), and the Health Information Portability Accountability Act (HIPAA), Joint Commission, CMS and OCR.

4. Interact with physicians and staff when the requested information/results are not available in EPIC or when needing physician approval. Provide assistance to patients in completing authorization forms, guiding them on the process of ROI, patient portal (MyChart) and completing their requests with high patient satisfaction.

5. Performs quality checks on all work to ensure accuracy of the release, and confidentiality. Must confirm patient identifiers, information to be released, time frame, requestor information and follow regulatory requirements “minimum necessary” is released in order to avoid breeches and possible legal actions.

6. Demonstrate helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers. Mitigate customer issues in stressful and escalating situations to a successful outcome.

7. Monitor, track and analyze statistical information for release of information as required.

8. Manage inbound calls and provide timely turnaround of customer requests and meet and maintain productivity standards for competencies.

9. Promotes mission, vision, and values of SCL Health, and abides by

service behavior standards.

10. Performs other duties as assigned.

Education

Required:

High School Diploma or Equivalent required

Preferred:

Associate or Bachelor's Degree in healthcare related field preferred

A degree may substitute for years of experience required

Certification

Preferred :

Registered Health Information Technologist (RHIT) or Registered Health Information Administrator (RHIA) preferred

Experience

Required :

One year previous office experience and/or in a healthcare setting

Preferred :

Experience in a HIM department setting preferred. Call center experience strongly preferred.

A degree may substitute for years of experience required

Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements list must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Intermediate knowledge of medical terminology.

2. Regular attendance to perform work on site during regularly scheduled business hours or scheduled shifts is required

3. Ability to work nights and/or weekends is required for identified positions

4. Electronic Medical Records, Release of Information, customer service skills, computer skills.

5. Ability to navigate through EMR / Content Management systems (preferably Epic and OnBase) and locate information or identify source of required information.

6. Ability to work within a team.

7. Knowledge of Google Workspace.

8. Detail oriented with critical thinking skills.

9. Must be able to demonstrate proven problem solving, analytical thinking and customer service. 10. Verbal and written communication skills.

11. Ability to perform job function and make decisions without direct supervision.

12. Skilled in personal organization and time management.

13. Demonstrates ability to learn/use various hospital and clinic information systems at a high level.

14. Ability to work with all hospital personnel both positively and productively.

Physical Requirements

• •Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess customer needs.
• •Frequent interactions with customers that require employee to communicate as well as understand spoken information, alarms, needs, and issues quickly and accurately.
• •Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer, phone, and cable set-up and use.
• •Expected to lift and utilize full range of movement to transport, pull, and push equipment. Will also work on hands and knees and bend to set-up, troubleshoot, lift, and carry supplies and equipment. Typically includes items of varying weights, up to and including heavy items.
• •For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Location:

Intermountain Health Lutheran Hospital

Work City:

Wheat Ridge

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

• $19.29 - $25.61
• We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here .

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.