Summary

The Senior Coordinator, Patient Support Services performs advanced Release of Information (ROI) functions and serves as the day-to-day subject matter resource/team lead for the ROI team.

The Senior Coordinator processes requests for health information in accordance with HIPAA requirements and company policies and procedures, supports daily workflow coordination, quality monitoring, training, and staff development; and escalates operational, compliance, and service concerns to the ROI Supervisor. The position provides functional guidance to team members but does not have formal authority for hiring, corrective action, performance evaluations, or approval of timekeeping and leave.

Job Duties

• Pulls requested data from the electronic medical record (EMR) and releases information through approved methods, including email, mail, fax, patient pickup, and patient portal.
• Reviews and processes requests for health information to ensure accuracy, completeness, proper authorization, and HIPAA compliance.
• Maintains individual productivity, quality, confidentiality, and customer service expectations while performing advanced and complex ROI work.
• Processes and communicates with insurance companies, state and federal agencies, third-party record retrieval companies, attorneys, patients or their advocates, and other healthcare facilities, including audits involving large volumes of requests.
• Processes payments and completes affidavits, questionnaires, subpoenas, and other specialized ROI documentation in accordance with established procedures.
• Answers calls and provides accurate information to patients, staff, healthcare facilities, attorneys, insurance companies, and other authorized requestors.
• Monitors and maintains shared emails, faxes, patient portal messages, and other assigned communication queues.
• Retrieves and copies medical records from paper charts stored off-site for records created before implementation of the EMR.
• Sorts incoming mail and routes items to the appropriate work area.
• Identifies and immediately reports suspected HIPAA or privacy violations to the ROI Supervisor and Compliance in accordance with established reporting requirements.
• Assists the ROI Supervisor with monitoring daily work queues, request volumes, turnaround times, aging items, and priority or time-sensitive requests.
• Provides functional work direction, helps distribute daily assignments, and coordinates coverage based on workload and staffing needs, with final authority retained by the ROI Supervisor.
• Conducts preliminary quality reviews of completed work using established audit criteria, identifies trends, provides real-time coaching, and escalates recurring or significant concerns to the ROI Supervisor.
• Assists with onboarding, training, mentoring, competency validation, and cross-training of new and existing team members.
• Maintains current knowledge of ROI standards, HIPAA requirements, organizational policies, and workflow changes, and reinforces consistent application across the team.
• Triages complex or escalated requests, complaints, subpoenas, audits, and workflow issues, resolves matters within established authority and escalates when supervisor review is required.
• Identifies workflow barriers, backlog risks, training needs, and process improvement opportunities and provides recommendations to the ROI Supervisor.
• Assists with implementation and communication of approved process, policy, technology, and quality improvement changes.
• Supports audit preparation, record reconciliation, quality improvement activities, and operational reporting by gathering and validating information as assigned.
• Facilitates daily huddles or workflow updates as delegated by the ROI Supervisor.
• Performs other job-related duties as assigned.

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications and Skills

• Registered Health Information Technician (RHIT) or Registered Health Information Administrator (RHIA).
• Associate degree or higher in Health Information Management, Health Information Technology, Healthcare Administration, or a related field.
• Experience in Release of Information, medical records, health information management, or a related area, including experience processing complex requests and applying HIPAA requirements.
• Prior experience training, mentoring, providing functional work direction, conducting quality reviews, or serving as a subject matter expert.
• Advanced knowledge of State and Federal HIPAA Privacy requirements and Release of Information standards, policies, and procedures.
• Working knowledge of medical terminology, EMR, such as Epic, Microsoft Office, and Excel.
• Strong verbal and written communication, customer service, problem-solving, and de-escalation skills.
• Ability to prioritize competing demands, monitor workflows, identify risks, and exercise sound judgment within established procedures.
• Ability to train, coach, mentor, and provide constructive feedback to team members.
• Ability to maintain confidentiality, accuracy, attention to detail, professionalism, and accountability.
• Demonstrated leadership skills and the ability to collaborate effectively with staff, leaders, patients, and external requestors.