HIM Release of Information Customer Service Rep

Northwestern Memorial Healthcare•Huntley, IL

About The Position

The HIM Release of Information Customer Service Rep reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The HIM Release of Information Customer Service Rep participates in a team effort to retrieve and maintain medical records on demand, safeguards and protects patient’s rights to privacy by ensuring that only authorized individuals have access to the patient’s information, and maintains consistent production and workflows for various functional areas within the HIM department at NM. This position contributes to all respective area work queues; ensures accuracy in providing customers with the highest quality customer service; and revieRews authorizations for legitimacy, authenticity, and completeness prior to releasing information to the requestor. This position is a direct representation of the Release of Information department, as well as the in-person representation of NM’s Patient’s First Mission.

Requirements

Minimum 2 years of experience with release of information within HIM, or 4 years of experience in a healthcare customer service role
Competent use of all Microsoft Office applications
Strong customer service skills
Detail-oriented, able to multi-task in a fast-paced environment, and has excellent oral and written communication skills

Nice To Haves

RHIA/RHIT credentialed
Previous experience with Epic

Responsibilities

Interacts with NMHC physicians, clinicians, support staff, patients, and third parties to identify medical records needed for patient care, review, billing, or other valid purposes
Competently accesses and utilizes all electronic health record systems necessary to process requests
Maintains thorough knowledge of Illinois state statutes, HIPAA privacy rules, release of information procedures, and uses keen judgment in releasing PHI to requestors
Accurately enters all requests to be logged into appropriate tracking systems timely
Participates in the implementation of department-specific and performance improvement projects, and actively contributes to overall department goals
Maintains a productive and quality daily workflow based on annual goal/performance plan, appropriately prioritizes requests, and recognizes potential barriers affecting productivity
Escalates potential barriers related to work activity to Operations Coordinators with critically thought-out solutions prepared in advance
Responds to release of information requestors in a prompt, conscientious, respectful, and professional manner
Consistently monitors all assigned communication methods daily (i.e.: emails, voicemails, Skype, and MS teams meetings)
Completes all other duties as assigned