ROI Specialist - Bilingual English/Spanish (Call Center)

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Responsible for responding to written request for the release of protected health information (PHI) through prompt and courteous service in a fast-paced, high-volume, and customer-focused environment. Ensures accuracy and safeguards patient rights to privacy by adhering to MH policies and procedures and federal and state Privacy laws.

Job Description

Minimum Qualification

Education: Associates or Bachelors degree in Health Information Technology or equivalent preferred.

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

Minimum of six (6) months experience in a customer service setting preferably in health information management

Demonstrates basic knowledge of healthcare terminology

Knowledge and understanding of privacy information preferred

Strong prioritization, organization, verbal and written communication skills; critical thinking skills

Strong computer skills

Ability to effectively work independently and in a professional team environment

Principal Accountabilities

Identifies and compiles protected health information to be released as outlined in the request for protected health information.

Applies key quality checks, such as ensuring that all documents produced meet the specifications as outlined in the authorization, to ensure compliance with the release of protected health information and identify documentation gaps.

Communicates documentation gaps to appropriate staff and monitors medical record for resolution of errors.

Verifies charges associated with the production of requested protected health information are correct before invoice is sent to requestor.

Ensures that the production of requested information, both paper and electronic format, is legible and that supporting documentation such as affidavits and deposition questions are accounted for.

Provides first point of contact and service to internal/external customers, responding to questions regarding the release of protected health information.

Schedules patient reviews of medical records.

Maintains and demonstrates a working knowledge of all state and federal Privacy laws, rules, and regulations in order to mitigate organizational risk.

Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

Other duties as assigned.