This position coordinates and efficiently processes inbound and outbound calls for ROI (Release of Information) within the Banner Health system (hospitals, clinics, urgent care facilities). Provides quality customer service, accurate and confidential patient information to internal and external requestors and patients. Reviews all account information to optimize collection efforts and system recording events to expedite medical record delivery and stay within HIPAA compliance; resolves issues as they arise to promote accurate and timely delivery for patient care. Responsible for accurate completion of tasks that expedite the process of releasing records and taking credit card payments to improve customer service.
Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls querying about their requests for patient records. Responds to caller requests in a professional, confidential and courteous manner. Returns voicemails left by a requestor/patient in a timely manner. Follows written and computer based procedures to ensure that calls are processed according to ROI Center guidelines.
Performs a variety of tasks and functions associated with the departments daily operations, including but not limited to ordering records from off-site storage and providing general release of confidential information to customers. Refers complex inquiries to the appropriate department, staff, or manager.
Compile daily productivity statistics within specific timeframe as assigned by management. ROI staff must meet the minimum productivity standards of the ROI Center.
Obtains and/or enters credit card information for payments for copies of medical records. Ensure security and confidentiality of payment information. Coordinates with other staff members as necessary to ensure correct processing.
Conducts all work in accordance with established release of information procedures and guidelines for the assigned work location. Maintains HIPAA compliance according to state and federal guidelines in regard to patient information released.
Provides excellent customer service on the phone and resolves customer complaints effectively and efficiently. Refers complex issues to leadership for resolution.
As assigned, evaluates, sorts, matches and distributes all invoice statements, mail and other attachments to the appropriate service center in a timely manner. Based on area of assignment may act as a courier to other departments within the facility.
As assigned, updates Request Management system with appropriate notations to reflect the activities performed: Mail Outs, Faxes, Invoices, Requester Communications, Inquiries, etc.
High school diploma/GED or equivalent working knowledge. Reading, writing and math skills.
Requires work skills in telephone/customer service and/or financial transactions as normally developed over one or more years of related work experience. Position requires good organizational skills and excellent interpersonal communication skills. Accurate and efficient keyboarding skills, and the ability to work effectively with common office software are required. Ability to work in a team environment.
Basic knowledge of Microsoft and ability to navigate between applications.
Release of information experience in a hospital or clinic setting.Previous medical, financial services and/or customer service work experience preferred.
Additional related education and/or experience preferred.
Internal Number: 260937
About Banner Health
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.