HIM Call Center Technician

Intermountain Health; Salt Lake City (UT); On-site; USD 42,000 - 66,000; Full time

Job summary

Intermountain Healthcare Inc. seeks a Release of Information (ROI) Specialist to process requests in a secure environment, ensuring HIPAA and state compliance. You will retrieve records from Epic/OnBase, assist patients with authorization forms, and maintain high-quality service standards.

The role requires a High School Diploma or equivalent, with preferred RHIT/RHIA certification and healthcare experience. On-site role with potential for collaboration across HIM services.

Qualifications

• High School Diploma or equivalent required.
• Associate or Bachelor’s in healthcare preferred; experience may substitute.
• RHIT/RHIA certification preferred.

Responsibilities

• Process ROI requests ensuring HIPAA and policy compliance.
• Retrieve patient records from EMR/OnBase/Epic as needed.
• Provide guidance to patients on ROI process and MyChart usage.
• Perform quality checks for accuracy and confidentiality.

Skills

EMR navigation

ROI knowledge

Customer service

Computer skills

Education

High School Diploma or equivalent

Associate or Bachelor's in healthcare

Tools

Epic

OnBase

Google Workspace

Job description

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. 1. Monitor, track, analyze and complete continuity of care release of information requests within EPIC and OnBase.
2. 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. 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. 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. 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. 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. 7. Monitor, track and analyze statistical information for release of information as required.
8. 8. Manage inbound calls and provide timely turnaround of customer requests and meet and maintain productivity standards for competencies.
9. 9. Promotes mission, vision, and values of SCL Health, and abides by service behavior standards.
10. 10. Performs other duties as assigned.

Education

• High School Diploma or Equivalent required
• Associate or Bachelor's Degree in healthcare related field preferred A degree may substitute for years of experience required

Certification

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

Experience

• One year previous office experience and/or in a healthcare setting
• Experience in a HIM department setting preferred. Call center experience strongly preferred.
• A degree may substitute for years of experience required

Skills

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