The Senior ROI Service Administrator is responsible for fielding inbound inquiries regarding release of information (ROI) requests for patient medical records while maintaining consistent excellent customer service standards.  The Senior Administrator functions as a peer knowledge and support resource to the Senior ROI Service Admin team and role models performance and behavioral standards. The Senior ROI Service Admin provides issue resolution, status updates concerning requests for medical records, assists with escalations and posts corrective actions in the corporate database to facilitate timely and accurate release of information processing. Additionally, the Senior ROI Service Admin provides project support to the Supervisor as needed. * 

• Function as a go-to person for training, special projects, and expertise.
• Lead by example; exhibit a positive and supportive attitude with a commitment to teamwork.
• Receives inbound phone inquiries from requesters regarding patient medical records.
• Answers questions regarding the status of the request.  Ensures that calls are answered promptly and courteously within prescribed standards and metrics.
• Works with Supervisor to escalate complex elevated issues.
• Maintains and ensures positive relationships with clients (hospitals) and requestors of ROI (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, and others).
• Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as facility requirements and nuances.
• Participates in weekly customer service meetings to assess, discuss, and analyze trends, training opportunities, skill enhancement and client/requester issues.
• Access and navigate through multiple EMR(s) systems to check status of inbound phone inquiries from requesters.
• Performs other duties as assigned by management.

• High School Diploma or equivalent required.
• College courses beneficial but not required.
• Experience with MRO daily processes and model. 6 months’ experience preferred.
• Ability to consistently maintain above average individual performance metrics.
• Proven background, expertise, and technical acumen in key competencies of the position
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
• Computer knowledge.  Accurate data entry skills and attention to detail.
• Prior customer service experience strongly preferred. 
• Strong problem-solving skills.
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers and requesters.
• Ability to work effectively and independently in high volume production environments.
• Demonstrated proficiency in verbal communication.  
• This job function requires the ability to sit, while using a computer, for extended periods of time.

*This job description reflects management’s assignment of essential functions.  It does not prescribe or reflect the tasks that may be assigned.