Remote ROI Service Administrator

MRO Corporation•Pikeville, KY

16h•$16 - $22•Remote

About The Position

The ROI Service Administrator fields inbound inquiries about release of information (ROI) requests for medical records and provides issue resolution and request-status updates while maintaining excellent customer service. The role records corrective actions in the corporate database to support timely processing of information releases and uses ROI Online and various electronic medical record systems. The position maintains positive relationships with hospital clients and requesters, including attorneys, insurance companies, state disability offices, record copy services, peer organizations, and doctors’ offices. It also requires knowledge of applicable privacy laws, rulings, statutes, and facility requirements.

Requirements

High school diploma or equivalent.
Ability to make independent decisions and apply critical thinking using practical knowledge and business acumen.
Computer knowledge, accurate data-entry skills, and attention to detail.
Strong problem-solving skills.
Exceptional interpersonal skills and the ability to build effective relationships with coworkers and requesters.
Ability to work effectively and independently in a high-volume production environment.
Demonstrated proficiency in verbal communication.
Ability to sit and use a computer for extended periods.

Nice To Haves

College courses are beneficial but not required.
Six months of experience with MRO daily processes and model preferred.
Prior customer service experience strongly preferred.

Responsibilities

Receive inbound phone inquiries from requesters regarding medical records.
Answer questions about request status and answer calls promptly and courteously in accordance with prescribed standards and metrics.
Work with the Supervisor to escalate complex issues.
Maintain positive relationships with hospital clients and requesters of ROI.
Maintain knowledge of HIPAA, HITECH, state and federal rulings and statutes, and facility requirements and nuances.
Participate in weekly customer service meetings to assess and discuss trends, training opportunities, skill enhancement, and client or requester issues.
Access and navigate multiple electronic medical record systems to check the status of requests during inbound calls.
Post corrective actions in the corporate database to facilitate timely release-of-information processing.
Perform other duties as assigned by management.