ROI Account Specialist

MRO; Nashville (TN); On-site; USD 42,000 - 54,000; Full time

Job summary

MRO is seeking an Account Services Specialist to manage and release medical and imaging records, and process incoming requests via mail, online submissions, email, and fax. You will coordinate with couriers and notaries as needed and provide timely updates to requesters.

The role emphasizes organization, customer service, and HIPAA compliance. A high school diploma is required and prior customer service experience is preferred.

Qualifications

• Strong organizational, time management, networking, and excellent verbal and written communication skills
• Self-motivation, drive, and initiative
• Excellent customer service skills including empathy, compassion, promptness, eagerness to expedite and get the job done
• An outgoing and confident approach
• Confidentiality and discretion is required
• Ability to work effectively and professionally with employees at all levels of an organization
• The ability to understand and present health information data while remaining HIPAA compliant
• The flexibility to adapt to frequent changes in the industry and office
• High School Diploma or equivalent required.
• Previous experience in customer service and conflict resolution

Responsibilities

• Effectively manage all mailouts within MRO Clinics CarePortal to ensure efficient releases of information.
• Ensure recipient information is accurate and complete on each mailout to be released.
• Release medical records/imaging/forms in the appropriate medium (paper or electronic) based on MRO Clinics policies/procedures and/or requester's preference.
• Coordinate with courier services to schedule pickup of packages, when applicable.
• Coordinate with notaries for certifications prior to release, when applicable.
• Manage and distribute incoming records requests received through email/online submission, as well as MRO Clinics main fax line.
• Provide accurate and timely status updates to requesters inquiring through email or by phone.
• Provide assistance to patient/requester walk‑ins, and coordinate with Account Managers as needed to handle any necessary STAT requests or questions.
• Pull and/or burn imaging records to CD/DVD for release via mail or patient pickup.
• Monitor office supply inventory, and request additional supplies when needed.
• Escalate issues and/or errors found to department leaders as necessary.

Skills

Organizational skills

Time management

Communication skills

Customer service

HIPAA compliance

Confidentiality

Conflict resolution

Team collaboration

Attention to detail

Education

High School Diploma or equivalent

Job description

ROLE

The Account Services Specialist is primarily responsible for the management, prioritization, and release of medical records and imaging records via mail or courier service. This role is also responsible for management and distribution of incoming record requests received through online submission, email, and fax.

Overview

The Account Services Specialist is primarily responsible for the management, prioritization, and release of medical records and imaging records via mail or courier service. This role is also responsible for management and distribution of incoming record requests received through online submission, email, and fax.

Responsibilities

• Effectively manage all mailouts within MRO Clinics CarePortal to ensure efficient releases of information.
• Ensure recipient information is accurate and complete on each mailout to be released.
• Release medical records/imaging/forms in the appropriate medium (paper or electronic) based on MRO Clinics policies/procedures and/or requester's preference.
• Coordinate with courier services to schedule pickup of packages, when applicable.
• Coordinate with notaries for certifications prior to release, when applicable.
• Manage and distribute incoming records requests received through email/online submission, as well as MRO Clinics main fax line.
• Provide accurate and timely status updates to requesters inquiring through email or by phone.
• Provide assistance to patient/requester walk‑ins, and coordinate with Account Managers as needed to handle any necessary STAT requests or questions.
• Pull and/or burn imaging records to CD/DVD for release via mail or patient pickup.
• Monitor office supply inventory, and request additional supplies when needed.
• Escalate issues and/or errors found to department leaders as necessary.

Qualifications

• Strong organizational, time management, networking, and excellent verbal and written communication skills
• Self‑motivation, drive, and initiative
• Excellent customer service skills including but not limited to empathy, compassion, promptness, eagerness to expedite and get the job done
• An outgoing and confident approach
• Confidentiality and discretion is required
• Ability to work effectively and professionally with employees at all levels of an organization
• The ability to understand and present health information data while remaining HIPAA compliant
• The flexibility to adapt to frequent changes in the industry and office
• High School Diploma or equivalent required.
• Previous experience in customer service and conflict resolution

Total Compensation

Base pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range

It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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