Essential Functions:

• Responsible for assisting all internal and external customer needs.
• Responsible to assist customers and prioritize release of information requests in a timely and professional manner. Requests should be completed within 7 days of receipt.
• Answers telephone in a courteous manner within 3 (three) rings to assist customers and has the ability to transfer and place telephone calls appropriately.
• Reviews all authorizations and requests for medical record release to ensure they meet HIPAA and facility requirements. Understands the patient privacy regulations and internal policies.
• Prioritizes requests for information by date of request, court dates, continuation of care appointments, etc. Ensures all requests are processed within 7 business days, or sooner if required.
• Demonstrates understanding of privacy regulations and internal policies by maintaining 98% accuracy in releasing information.
• Scans completed request into the correct patient encounter in Cerner. 
• Works with offsite storage company to secure necessary records and retrieve them through software application. As well as, in NRMC facility warehouse to retrieve records.
• Accurately and completely logs all required requests into the release of information tracking network.
• Handles monetary transactions related to requests for information and tracks billed amounts.
• Completes appropriate paper work for charging fees and preparing affidavits.
• Provides assistance to the chart control clerk with chart pulling and filing requests.
• Maintains an organized order and confidentiality of information at the front desk entrance.
• Performs other special projects or duties as assigned by the Director of the department.
• Following NRMC Code of Behaviors regarding attitude, appearance, customer service, communication, and confidentiality.
• Participates in professional/personal development as evidenced by interdepartmental in-services, performance improvement and facility wide in-services and mandatory meetings. Meets departmental established productivity standards.
• Participates in facility and departmental cost containment as evidenced by: work flow organization, utilizes time in a productive manner, and follows policy and procedures for time clock use, overtime and call-ins.
• Participates in facility and departmental revenue enhancement by demonstrating appropriate use, care and consumption of equipment and supplies, participating in census management and demonstrating knowledge of department and facility finance, budgets, and productivity.
• Follows all other departmental and facility policies and procedures.

Skills Abilities:

• Verbal and written communication skills.
• Demonstrates executive and leadership skills, customer service and problem solving skills.
• Effective oral and written communication skills.

Working Conditions:

• Exposure to distressed patients, families or visitors.
• Possible exposure to inside environmental conditions.

Physical Demands:

• Requires standing, sitting or walking for up to 12 hours or longer per day.
• The ability to lift up to 50 lbs.

Requirements:

• High School Diploma or equivalent.
• Experience with customer service or dealing with customers on a regular basis.
• Knowledge of computer programs including excel and word.

Preferred Requirements:

• Experience with medical terminology and work in a healthcare setting.