ROI Service Administrator

MRO; Las Vegas (NV); Remote; USD 36,000 - 60,000; Full time

Job summary

MRO is seeking a ROI Service Admin to field inbound inquiries about medical records requests, delivering exceptional customer service and resolving issues promptly.

You will use ROI Online and multiple EMR systems, working remotely within Mountain/Pacific Time Zones while collaborating with supervisors to escalate complex matters and maintain strong relationships with hospitals and requesters.

Qualifications

• High School Diploma or equivalent required.
• College courses beneficial but not required.
• 6 months' experience with MRO daily processes preferred.
• Ability to make independent decisions and use critical thinking.

Responsibilities

• Field inbound inquiries regarding ROI requests for medical records.
• Provide status updates and issue resolution.
• Post corrective actions in the corporate database.
• Work within ROI Online and EMR systems.
• Maintain relationships with hospitals and requesters.
• Escalate complex issues with supervision.

Skills

Customer service

Problem solving

Data entry

Verbal communication

Interpersonal skills

Independent decision making

Attention to detail

High volume

Education

High School Diploma

College courses

Job description

The ROI Service Admin is responsible for fielding inbound inquiries regarding release of information (ROI) requests for medical records while maintaining consistent excellent customer service standards. The ROI Service Admin provides issue resolution, status updates concerning requests for medical records, and posts corrective actions in the corporate database to facilitate timely release of information processing. The ROI Service Admin will work within ROI Online and various Electronic Medical Systems.

• This is a remote setting with hours located in the Mountain/Pacific Time Zones.
• Receives inbound phone inquiries from requesters regarding medical records.
• Answers questions regarding status of the request. Ensures that calls are answered promptly and courteously within prescribed standards and metrics.
• Works with Supervisor to escalate complex elevated issues.
• Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor's offices, and others).
• Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances.
• Participates in weekly customer service meetings to assess, discuss, and analyze trends, training opportunities, skill enhancement and client/requester issues.
• Access and navigate through multiple EMR(s) systems to check status of inbound phone inquiries from requesters.
• Performs other duties as assigned by management.
• High School Diploma or equivalent required.
• College courses beneficial but not required.
• Experience with MRO daily processes and model. 6 months' experience preferred.
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
• Computer knowledge. Accurate data entry skills and attention to detail.
• Prior customer service experience strongly preferred.
• Strong problem-solving skills.
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers and requesters.
• Ability to work effectively and independently in high volume production environments.
• Demonstrated proficiency in verbal communication.
• This job description reflects management's assignment of essential functions. It does not prescribe or reflect the tasks that may be assigned.

MRO's employees work at client facilities throughout the United States. We are proud of the culture we create for our employees and offer an outstanding work environment. We strive to match the right applicant to the right position. To learn more about us, visit www.mrocorp.com. MRO is an Equal Opportunity Employer.

Total Compensation

Base pay is one element of the total compensation package. Eligible employees may also 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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