HIM Call Center Technician

Intermountain Health

6d•$19 - $26•Onsite

About The Position

The HIM Call Center Technician analyzes Release of Information (ROI) requests to ensure compliance with company policy and federal and state regulations. The role processes and manages inbound calls for continuity-of-care requests promptly and accurately, providing high-quality customer service in a confidential and secure environment. The technician retrieves patient medical records in EPIC and accurately copies, scans, electronically delivers, or faxes records according to established procedures and quality standards. The position monitors and completes ROI requests using EPIC and OnBase, reviews records for the correct dates of service and requested content, and verifies identities and requestor information. It supports patients and staff with authorization forms, ROI procedures, MyChart, and requests that require physician input or approval. The technician performs quality checks, protects confidentiality, releases only the minimum necessary information, tracks statistics, and meets productivity standards. The role is based at Intermountain Health Lutheran Hospital in Wheat Ridge, Colorado, with 40 scheduled hours per week.

Requirements

High school diploma or equivalent.
One year of previous office experience and/or experience in a healthcare setting.
Intermediate knowledge of medical terminology.
Ability to attend and perform work onsite during regularly scheduled business hours or scheduled shifts.
Ability to work nights and/or weekends for identified positions.
Knowledge of electronic medical records, release of information, customer service, and computer skills.
Ability to navigate EMR and content-management systems and locate information or identify its source.
Ability to work within a team and positively and productively with hospital personnel.
Knowledge of Google Workspace.
Detail orientation and critical-thinking skills.
Demonstrated problem-solving, analytical-thinking, and customer-service abilities.
Verbal and written communication skills.
Ability to perform job functions and make decisions without direct supervision.
Personal organization and time-management skills.
Ability to learn and use hospital and clinic information systems at a high level.

Nice To Haves

Associate or bachelor's degree in a healthcare-related field.
Registered Health Information Technologist (RHIT) or Registered Health Information Administrator (RHIA) certification.
Experience in a Health Information Management (HIM) department.
Call center experience.
A degree may substitute for years of experience required.

Responsibilities

Monitor, track, analyze, and complete continuity-of-care release-of-information requests in EPIC and OnBase.
Retrieve requested records and review them for appropriate dates of service, verified identity, and requested content, using sources such as EPIC, PACS/Radiology, electronic records, paper records, microfilm, microfiche, and scanned images.
Ensure release-of-information work complies with patient confidentiality policies, established procedures, and applicable regulatory requirements, including the 21st Century Cures Act, HIPAA, Joint Commission, CMS, and OCR requirements.
Interact with physicians and staff when information is unavailable in EPIC or physician approval is needed.
Assist patients with authorization forms and explain ROI procedures and MyChart; complete requests with a focus on patient satisfaction.
Quality-check work for accuracy and confidentiality, verifying patient identifiers, information to be released, timeframe, and requestor information, and ensuring that only the minimum necessary information is released.
Use helpful telephone etiquette and customer service skills to provide callers with appropriate information and resolve stressful or escalating customer issues.
Monitor, track, and analyze required release-of-information statistics.
Manage inbound calls, complete customer requests promptly, and meet and maintain productivity and competency standards.
Promote SCL Health's mission, vision, and values and follow service behavior standards.
Perform other duties as assigned.