ROI Medical Records Specialist - Hybrid Remote - New York, NY

Job Summary This position is responsible for processing all release of information (ROI) requests in a timely, efficient and accurate manner while delivering exceptional customer service. The Associate safeguards patient privacy at all times by ensuring that only authorized individuals access medical records and that all information is released in accordance with the request, applicable authorization, company policies and HIPAA regulations. Location and Schedule Hybrid remote; on-site attendance required only in the event of call-outs or as needed. On-site locations: 466 Lexington Ave, 14th floor, New York, NY 10017; 463 7th Avenue, 14th floor, New York, NY 10018. Responsibilities and Duties Handle ROI requests by retrieving and returning patient medical charts and accurately scanning records in accordance with established procedures, quality standards, and productivity guidelines. Validate requests and authorizations for medical record release based on company policy and legal guidelines. Perform quality checks to ensure accuracy, confidentiality, and correct billing of all released records. Maintain equipment in excellent working condition. Deliver outstanding customer service by being attentive, respectful, and responsive to client needs, proactively identifying and resolving concerns. Handle incoming requests via mail, telephone, facsimile, online submission tools, or email, depending on client needs. Maintain a clean, professional appearance and comply with the company dress code. Maintain a clean and orderly work area, ensuring records and files are properly stored before leaving the area. Maintain up‑to‑date knowledge of applicable state laws and fee structures. Work within assigned scope and be flexible in accepting additional assignments or account coverage to prevent backlogs. Comply with client/site policies and procedures, including HIPAA, state/federal regulations, and labor laws. Handle confidential information with integrity and professionalism while ensuring efficient, accurate record release. Work with privileged information in a conscientious manner while releasing medical records efficiently and accurately. Provide onboarding and training services to new employees. Provide backup and support to Customer Service role as needed. Communicate regularly with supervisors and managers regarding quality, client concerns, or system issues. Assist with administrative tasks such as queue management and work assignments. Produce reports and metrics as requested. Order paper records from storage vendors, scan them upon arrival, and ensure timely return to the storage company. Qualifications High School Diploma or GED required. Minimum 3 years ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experience required. Proficiency in Microsoft Office applications. Strong organizational and multitasking skills essential. Demonstrates strong leadership abilities. Advanced knowledge of multiple EMR platforms, medical terminology, and ROI request types. 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. Ability to assist with onboarding and training of new employees. Demonstrated documentation and communication skill. Ability to monitor production, utilization, and quality of employees. Excellent interpersonal skills for team and client interactions. Fluent in English and Spanish (bilingual). Local to New York, NY. Physical Requirements Ability to sit or stand for long periods of time. Physical capacity to lift and carry 25 lbs. Manual dexterity 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 and Compliance Understand the organization’s information governance program and role responsibilities. Participate in required education and compliance training. Maintain the confidentiality of patient and client information. Comply with HIPAA standards and all relevant corporate integrity and security obligations. Report unethical, fraudulent or illegal behavior. Maintain current and yearly HIPAA certification. Compensation Up to $24.00 per hour. Equal Opportunity Statement Sharecare and its subsidiaries are Equal Opportunity Employers and E‑Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. #J-18808-Ljbffr