The Remote Solutions Admin- STAT is responsible for fielding inbound inquiries regarding release of information (ROI) requests for medical records needed within a 1 hour time frame, while maintaining consistent excellent customer service standards.  The Remote Solutions Admin- STAT provides issue resolution, status updates concerning STAT requests for medical records, and posts corrective actions in the corporate database to facilitate timely release of information processing. The Remote Solutions Admin- STAT will work within ROI Online and various Electronic Medical Systems.  

Hours for this position are: Wednesday - Friday 2:30pm - 11pm EST and Saturday & Sunday 7:30am - 4pm EST 

• Receives inbound phone inquiries from requesters regarding STAT medical records. 

• Answers questions regarding status of the request.  Ensures that calls are answered promptly and courteously within prescribed standards and metrics. 

• Monitor fax queues and process the medical records request within the clients required time frame. 

• 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 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.