Senior ROI Service Administrator

Job Description:

• Function as a go-to person for training, special projects, and expertise
• Lead by example; exhibit a positive and supportive attitude with a commitment to teamwork
• Receives inbound phone inquiries from requesters regarding patient medical records
• Answers questions regarding the 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.

Requirements:

• 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 consistently maintain above average individual performance metrics
• Proven background, expertise, and technical acumen in key competencies of the position
• 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.

Benefits:

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development

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