Release of Information Specialist

Summary

The Release of Information (ROI) Specialist I, under the leadership of the ROI Supervisor, is responsible for performing basic ROI functions.  This includes fulfilling basic medical record requests requiring minimal electronic documents while adhering to HIPAA privacy policies.  The ROI Specialist will greet all internal and external customers upon their arrival in the ROI Area, including, but not limited to, patients, attorneys, providers, and other hospital employees.  The ROI Specialist will answer all phone calls promptly and provide the caller with the appropriate information, including the process for obtaining medical records and the required elements to be included in the request.  The ROI Specialist will ensure all voice mail messages are retrieved and appropriate responses are provided.  The ROI Specialist I is responsible for the appropriate distribution of all incoming requests for medical records received via paper, fax, or electronic fax. The ROI Specialist will apply controls to accurately identify the correct patient, using all available patient identifiers in the electronic Master Patient Index.   The ROI Specialist I is responsible for limiting copies of clinical documentation, based on the specifics of the request, in compliance with the Minimum Necessary Rule in the HIPAA Regulations.    The ROI Specialist will safeguard and protect patient privacy by identifying protected health information, ensuring only authorized individuals are granted access to the information, and will abide by all relevant hospital policies, applicable state and 21st Century Cures Act, and HIPAA regulations.

Essential Functions

• Greet and assist all customers arriving in the ROI Area
• Answer incoming calls expeditiously and route if appropriate.
• Provide excellent customer service to internal and external customers via telephone or during face-to-face encounters.
• Ensure all voicemail messages are routinely retrieved, and messages are distributed or responses provided expeditiously.
• Clear faxed documents and distribute appropriately throughout the workday.
• Monitor ROI email and ensure proper disposition of requests received.
• Ensure fax machines have sufficient paper to avoid disruption in receiving faxes.
• Retrieve medical record requests from the right fax server and distribute or provide responses expeditiously.
• Select the correct patient record from the enterprise master patient index in the electronic medical record system by applying the policy for accurate patient identification.
• Accurately enter all medical record requests into the ROI module of the electronic medical record.
• Process simple ROI requests requiring minimal electronic documents, i.e., will not fulfill requests requiring the paper chart or legacy systems; Epic only.
• Contact requestors to clarify medical record requests as necessary, documenting the interaction in Epic.
• Update the ROI module of the electronic medical record upon completion of a request, including any appropriate comments.
• Meet or exceed departmental quality and productivity standards.

Education:  High School or equivalent.

Work Experience: One year of experience in a customer service environment preferred. 

Salary Range: Minimum $16.65/hour - Maximum $27.50/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.