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About the Role
The ROI Team Lead is an intermediate level position responsible for coordinating the activities of the ROI area to ensure a smooth and timely workflow. This role will help process all requests for medical information, support the ROI Supervisor/Manager with status reports, and supervise ROI Generalists I and II.
Responsibilities
- Provide clear direction, set individual associate goals, and ensure timely completion of deadlines.
- Perform supervisory functions to assist ROI Supervisor and ROI Manager.
- Receive written requests for medical information through multiple means of delivery.
- Evaluate and determine if requests are valid and in accordance with Company and Facility policies and procedures.
- Read and correctly interpret medical records, forms, and authorizations.
- Accurately review and determine the necessary medical records to be released in accordance with facility policies and HIPAA guidelines.
- Process all valid requests to timely completion.
- Answer inbound/outbound calls.
- Respond to telephone inquiries regarding status of requests and how to obtain medical information.
- Operate and troubleshoot equipment.
- Perform support functions to maintain smooth workflow.
- Assist with training new ROI Generalist I and II.
- Generate metric reports for facility or supervisor/manager as directed.
- Exceed level I company and facility productivity standards.
- Actively participate in team projects and committees to improve operational excellence.
- Showcase a lead mentality with other staff regarding generalized questions, associate development training, and new hire training and understanding.
- Provide mentorship to ROI staff for further professional development and advancement.
- Provide assistance and knowledge during onboarding requirements of new associates.
- Inspire and lead training sessions for staff development.
- Actively assist in quality measurement tasks as directed by management.
- Inform senior leadership of possible and potential customer issues/challenges and potential revenue growth opportunities.
- Perform other ROI duties as assigned.
Requirements
- Technical knowledge of computers and computer programs.
- Ability to organize and prioritize customer requests based on internal metrics.
- Works well in both individual and group settings.
- Can see large projects to completion and within a reasonable time.
- Self-motivated.
- Detailed and quality driven as it relates to accuracy.
- Excellent interpersonal skills.
- Ability to work under pressure in a fast-paced environment.
- Ability to communicate effectively verbally and in writing, and build strong relationships with associates, customers, and stakeholders.
- Strong understanding of confidentiality laws and regulations.
- Strong ability to manage and organize multiple tasks.
- Comfortable in bringing new ideas, process improvement suggestions, and feedback to leadership.
- Ability to delegate and assign workflow to ROI Generalists.
- Professional presentation skills in small group setting.
- Regularly required to stand and walk.
- Occasionally required to sit, climb/balance, stoop, kneel, or crouch.
- Able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs.
- Regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.
- Must have High School Diploma/GED.
- 2 years of HIM related experience.
- 1 year of ROI experience required.
- Must be able to speak and write in English.
- Customer Service experience required.
- Must be able to pass a criminal background check, credit check, pre-employment drug screen, and motor vehicle record check.
- Strong Data entry skills necessary including 10 Key.
- Proficient knowledge utilizing computers, phones, fax machines, printers, and other general office equipment.
- Easily adaptable to changing priorities and role needs.
- Knowledge of medical terminology required.
- Knowledge of HIPAA regulations.
Skills
- Release of Information
- Medical Records
- HIPAA
- Customer Service
- Data Entry
- 10 Key
- Computer Proficiency
- Phone Etiquette
- Fax Machine Operation
- Printer Operation
- Medical Terminology
Experience Level
- Intermediate level
Education Level
- High School Diploma/GED
- RHIT preferred