ERS Client Services Coordinator

Position Highlights:

The Client Services Coordinator receives, reviews and processes all incoming requests for patient medical information in a timely and efficient manner. Answer phones and enter requests into the appropriate department system. This position is responsible for answering requests received via telephone, e-mail, or fax. As part of this process, the position is responsible for gathering accurate information needed to process records requests. This position is also responsible for explaining forms, processes and answering any questions from the customers (with the assistance of the assigned Executive Patient Coordinator (EPC)). This position analyzes each request and authorization, confirming its compliance with all regulatory requirements as well as institutional policies. This position facilitates the completion of any medical records request while ensuring HIPPA rule compliance prior to release. All steps in the release of information process are conducted in a manner that ensures and promotes patients’ right to the privacy of their medical records and meets all Federal and State laws. This position engages in direct customer service and must perform duties and conduct interpersonal relationships in a manner designed to project a positive image of the department and the medical center. Work with other department members, both inside and outside to promote a harmonious work environment. The Client Services Coordinator will process all types of requests. This position must provide exceptional customer service in situations that require tight turnaround times and higher expectations. This position promotes teamwork and is always looking for ways to improve quality and customer service.

Select Responsibilities:

• Customer Service- Coordination and Management of processing documentation requests.
• Answering all incoming telephone call (Executive Referral (ER) line) requests for Medical Records/Release of Information.
• Intake coordinator responsible to include but not limited: Monitor ER inbox and ER department messages continuously throughout the day; open case in Tally and the Executive Referral Management System (ERMS); enter information to Tally; assign all referrals received to an EPC in the order they are received and in accordance with Tally rotation, and email referral information to assigned EPC; respond timely to stake holders. Enter information in ERMS. Assist EPC as required; may include contacting patients by phone and/or email, assisting with completion of New Patient Intake Form, collecting demographic and insurance information, preparing and sending patient welcome letter, entering information in Soarian to create Moffitt MRN, requesting preliminary medical records, radiology images, pathology.
• Coordination and tracking of documentation requests.
• Coordination and Management of documents into the EMR.
• Management of work priority.
• Coordination and Support for Executive Referral Services Team Duties.

Credentials and Qualifications:

• A minimum of five (5) year's total experience in a healthcare environment having direct interaction with healthcare providers, patients, and/or their families; or in a legal environment processing and interpreting legal requests with subpoenas and other legal request documents, with at least two (2) years of experience in Health Information Management/Medical Records (may be inclusive of the five overall years of healthcare and/or legal environment experience).

* -OR- High School Diploma with an additional two (2) years of relevant experience in healthcare environment having direct interaction with healthcare providers, patients and/or their families plus the five (5) years (for a total of 7 years) experience healthcare environment having direct interaction with healthcare providers, patients and/or their families or in a legal environment may be considered "in lieu" of an Associate's degree.

** -OR- Bachelor's degree with three (3) years of relevant experience in healthcare environment having direct interaction with healthcare providers, patients and/or their families or in a legal environment processing and interpreting legal requests with subpoenas and other legal request documents may be considered "in lieu of" an Associate's degree and five (5) years of experience listed above.

• Problem-solving and critical thinking skills.
• Must be able to speak, read, and write English. Second language abilities are a plus.
• Ability to perform team-oriented job tasks with a conscientious awareness of detail and accuracy.
• Knowledge of medical terminology.
• Excellent customer service skills mandatory.
•  Ability to answer a high volume of phone calls related to Protected Health Information within the HIM Release of Information area using the AIDET model. (Acknowledge Introduce, Duration, Explanation, Thank you).
• Data entry skills necessary: Competent use of email, fax machines, scanners and copiers. Basic computer skills in Microsoft Windows, Word, Excel, and Outlook are required.
• Demonstrated ability to multi-task and feel comfortable with deadlines and changing priorities.
• Demonstrated ability to work within established procedures with little degree of supervision.
• Problem solving skills, including the ability to define problems, collect data, interpret data, facts and draw conclusions.
• Demonstrate ability to work with a heavy workload.
• Time management, productivity, and goal achievement skills.

Preferred:

• Preference given to applicants with Cerner (and Soarian) knowledge/experience.