Job Description
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.
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
Qualifications
Required:
- 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
Preferred:
- RHIA/RHIT credentialed
- Previous experience with Epic
Additional Information
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Background Check
Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
Sign-on Bonus Eligibility: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
