HIM Call Center Technician

10700 Revenue Cycle Organization; United States; On-site; USD 27,000 - 35,000; Full time

Job summary

Intermountain Health Lutheran Hospital in Wheat Ridge, Colorado, seeks a ROI Specialist to manage release of information requests for continuity of care. You will handle inbound calls, verify patient data, retrieve records via EPIC/OnBase, and ensure secure, compliant disclosure of information.

Responsibilities include quality checks, assisting patients with ROI processes, and maintaining confidentiality while delivering high-quality service. On-site role with 40 hours weekly.

Qualifications

• High school diploma or equivalent required; healthcare degree preferred.
• 1 year office or healthcare experience; call center experience preferred.
• RHIT/RHIA not required but preferred for RHIT/RHIA certification knowledge is a plus.

Responsibilities

• Process ROI requests ensuring HIPAA/compliance and policy adherence.
• Retrieve patient records in EPIC and coordinate e-delivery/scanning/faxing.
• Handle inbound ROI calls with emphasis on accuracy and confidentiality.
• Verify dates of service, identity, and content requested for ROI.
• Ensure quality checks and minimum necessary release to avoid breaches.

Skills

Medical terminology

EMR navigation

Phone etiquette

Customer service

HIPAA knowledge

Team collaboration

Education

High School Diploma or Equivalent

Associate or Bachelor's degree in healthcare (preferred)

Tools

EPIC

OnBase

PACS/Radiology systems

Job description

Job Description

Anlayses 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.

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

Education

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

Certification

Preferred: Registered Health Information Technologist (RHIT) or Registered Health Information Administrator (RHIA) preferred.

Experience

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

Skills

• Intermediate knowledge of medical terminology.
• Regular attendance to perform work on site during regularly scheduled business hours or scheduled shifts is required.
• Ability to work nights and/or weekends is required for identified positions.
• Electronic Medical Records, Release of Information, customer service skills, computer skills.
• Ability to navigate through EMR / Content Management systems (preferably Epic and OnBase) and locate information or identify source of required information.
• Ability to work within a team.
• Knowledge of Google Workspace.
• Detail oriented with critical thinking skills.
• Must be able to demonstrate proven problem solving, analytical thinking and customer service.
• Verbal and written communication skills.
• Ability to perform job function and make decisions without direct supervision.
• Skilled in personal organization and time management.
• Demonstrates ability to learn/use various hospital and clinic information systems at a high level.
• 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 communicate as well as understand spoken information, alarms, needs, and issues quickly and accurately. Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer, phone, and cable set-up and use. Expected to lift and utilize full range of movement to transport, pull, and push equipment. Will also work on hands and knees and bend to set-up, troubleshoot, lift, and carry supplies and equipment. Typically includes items of varying weights, up to and including heavy items. For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Location & Compensation

Location: Intermountain Health Lutheran Hospital Work City: Wheat Ridge Work State: Colorado Scheduled Weekly Hours: 40. The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $19.29 - $25.61

Benefits

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package here.

Equal Opportunity Employer

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Recruitment

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

Additional Information

All positions subject to close without notice. Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery. Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

Peak Program

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more.

Job Evaluation

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Other duties may be assigned by the supervisor.

Miscellaneous

Thanks for your interest in continuing your career with our team!