Lead ROI Medical Records Specialist - Remote

Essential Job Functions: 

• Processes ROI requests, from facilities timely, accurately and in accordance with established procedures and quality standards.  

• Validates requests and authorizations for medical record releases based on company policy and legal guidelines. 

• Performs quality checks to ensure accuracy, confidentiality, and correct billing of all released records. 

• Maintains equipment in excellent working condition. 

• Delivers outstanding customer service by being attentive, respectful, and responsive to client needs, proactively identifying and resolving concerns. 

• Maintains a clean, professional appearance and complies with the company dress code. 

• Maintains up-to-date knowledge of applicable state laws and fee structures. 

• Works within assigned scope and is flexible in accepting additional assignments or account coverage during backlogs. 

• Complies with client site policies and procedures, including HIPAA, state and federal regulations, and labor laws. 

• Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release. 

• Provides onboarding and training for new employees. 

• Supports customer service by managing escalations and resolving issues. 

• Communicate regularly with supervisors and managers regarding quality, client concerns, or system issues. 

• Assists with administrative tasks such as queue management and work assignments. 

• Produce reports and metrics as requested. 

Qualifications: 

• High school diploma or GED required 

• Minimum of 3 years’ ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experience required 

• Advanced knowledge of multiple EMR platforms and ROI request types 

• Strong organizational and multitasking skills essential 

• Proficiency in Microsoft Office applications 

• Strong documentation, communication, and customer service skills  

• Demonstrated ability to manage time effectively and meet task deadlines  

• Willingness to learn programs and  processes quickly 

• Self-motivated, dependable, and able to work independently or as part of a team 

• Proven ability to maintain productivity, utilization and quality performance standards  

• Strong interpersonal and problem-solving skills  

• Serve as the Subject Matter Expert (SME) for assigned customer accounts, demonstrating strong skills in documentation, communication, and organization 

• Demonstrates strong leadership abilities 

• Ability to assist with onboarding and training of new employees 

• Ability to monitor production, utilization, and quality of employees 

• Ability to assist with adhering to customer SLAs including, turnaround time (TAT) 

Physical Requirements: 

• Ability to sit or stand for extended periods 

• Physical capacity to lift and carry up to 25 lbs 

• Manual dexterity is sufficient for long periods of typing, writing, and handling documents 

• Visual acuity to read documents and use a computer monitor 

• Clear speaking and hearing ability for communication 

• Adequate Hand-eye coordination and sensory abilities for job-related tasks 

Information Governance Accountabilities: 

• Understand the organization's information governance program and the role’s responsibilities 

• Participate in required education and compliance training 

HIPAA / Compliance: 

• Maintain the confidentiality of patient and client information  

• Comply with HIPAA standards and all relevant corporate integrity and security obligations  

• Report any unethical, fraudulent, or illegal behavior 

• Maintain current HIPAA certification annually