Essential Job Functions

• Processes ROIrequests,fromfacilitiestimely, accurately andin accordance withestablished procedures and quality standards

• Validates requests and authorizationsfor medical record releases basedon companypolicy and legal guidelines.

• Performs quality checks to ensure accuracy, confidentiality, andcorrect billing of all releasedrecords.

• Maintains equipment in excellent workingcondition

• Delivers outstanding customer service by being attentive, respectful,and responsive to client needs,proactivelyidentifyingand resolvingconcerns.

• Maintains a clean, professional appearance andcomplies withthe company dress code.

• Maintainsup-to-dateknowledge ofapplicablestate laws and fee structures.

• Works within assigned scope andisflexible in acceptingadditionalassignments oraccount coverage during backlogs.

• Complies withclient site policies and procedures, including HIPAA, state and federal regulations, and labor laws.

• Handles confidential information with integrity and professionalism while ensuring efficient,accuraterecord release.

• Provides onboarding and training for new employees.

• Supports customer service by managing escalations and resolving issues.

• Communicateregularly with supervisors and managersregardingquality, client concerns, or system issues.

• Assistswith administrative tasks such as queue management and work assignments.

• Producereports and metrics as requested.

Qualifications

• Highschool diploma or GEDrequired

• Minimum of 3 years’ ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experiencerequired

• Advanced knowledge of multiple EMR platforms and ROI request types

• Strong organizational and multitasking skills essential

• Proficiencyin Microsoft Office applications

• Strong documentation, communication, and customer service skills 

• Demonstrated ability to manage time effectively and meet task deadlines 

• Willingness to learn programsand processesquickly

• Self-motivated, dependable, and able to work independently or as part of a team

• Proven ability tomaintainproductivity,utilizationand quality performance standards 

• Strong interpersonal and problem-solving skills

• Serve as the Subject Matter Expert (SME) for assigned customer accounts,demonstratingstrong skills in documentation, communication, and organization

• Demonstratesstrong leadership abilities

• Ability toassistwithonboarding and training of new employees

• Ability tomonitorproduction,utilization, and quality of employees

• Ability toassistwith adhering to customer SLAs including, turnaround time (TAT)

Physical Requirements

• Ability to sit or stand for extended periods

• Physical capacityto lift and carry up to 25lbs

• Manual dexterityis sufficientforlong periodsoftyping, writing, and handling documents

• Visual acuityto read documentsanduse acomputermonitor

• Clear speaking and hearing ability for communication

• AdequateHand-eye coordination and sensoryabilities for job-related tasks

Information Governance Accountabilities

• Understand the organization's information governance program and the role’s responsibilities

• Participate in required education and compliance training

HIPAA / Compliance

• Maintain the confidentiality of patient and client information 

• Comply withHIPAA standards and all relevant corporate integrity and security obligations 

• Report any unethical, fraudulent, orillegal behavior

• Maintain current HIPAA certification annually