The Call Center Representative reports to the Manager, HIM and has no direct reports.

Position Summary

The HIM Call Center Representative serves as the ambassador and voice for the system HIM department and MyChart Support by providing a positive first impression to our customers while using our ProMedica Core Values. The position will be responsible for promoting an environment that embraces new technology and industry best practices as tools to help in primary goals of delivering the highest quality support to all of customers. Must have the ability to effectively communicate the process of obtaining medical records, while following state and federal guidelines. Will assist MyChart users with questions regarding navigation through the application, advise patients on what options are available in the application, assist with account activation and username or password issues. The HIM Call Center Representative will also research and troubleshoot complex situations and own the issue through resolution. Candidates must employ critical thinking, confidentiality, effective communication, customer focus, troubleshooting techniques and timely response. Excellent interpersonal skills, working well in a team environment as well as independently are required. Position is remote eligible after training and maintaining productivity standards - must be within 100 miles of Toledo.

Location: Remote with onsite training.

*All duties listed below are essential unless noted otherwise*

• Manages high volume calls with multi line phone systems and serves as a customer representative for HIM and MyChart patient portal. Responds to requests from patients, healthcare facilities and other third-party requestors including but not limited to legal offices, insurance companies and regulatory agencies.
• Performs tier 1 technical support duties for MyChart to include providing timely service to customers such as resetting passwords, establishing accounts, communicating status of requests, and demonstrating satisfactory closure of call.
• Serve as a liaison between the organization and patients and provides information regarding privacy regulations and policy as related to MyChart.
• Maintains thorough knowledge of multiple state statutes including but not limited to Ohio and Michigan, HIPAA privacy rules, release of information procedures, and uses keen judgment in releasing protected health information to requestors.
• Verifies and identifies authority of requesters of information as well as using appropriate methods to identify patient and dates of service to be released. Ensures authorizations for release of health information are HIPAA and state compliant and releases patient information in accordance with minimum necessary guidelines.
• Utilizes multiple Electronic Medical record applications to identify records needed. Works with privileged information in a conscientious manner while releasing medical records in an efficient, effective, and accurate manner.
• Responsible for accepting and posting credit card payments to release of information patient accounts. Resolving any errors after posting payments, reconciling all posted cash, and requesting refunds.
• Documents and maintains all requests received via phone, fax, and mail or electronically by entering complete and sufficient information within the release of information software.
• Refers complex or unsolved issues to the appropriate area in a timely manner to ensure optimum performance and customer satisfaction. Follows through to ensure issue resolution.
• Performs all other duties as assigned.
  
  
  

Required Qualifications

Education: High School diploma or equivalent

Skills: Medical terminology; Ability to multi-task and work well in high-stress situations; Exceptional written, telephonic, and oral communication, problem-solving, interpersonal, and organizational skills; Ability to coordinate and organize multiple priorities.

Years of Experience: 2 years experience in health information management, physician office, clinical or hospital business office, comparable experience, or applicable college education.

Preferred Qualifications

Education: Associate degree in Health Information Management or related field; Current Student currently enrolled in a CAHIIM (Commission on Accreditation for Health Informatics and Information Management) approved program.

Skills: Experience with Epic and/or EMR strongly preferred

Certification: AHIMA Certifications of RHIT

Additional Qualifications

Access to a reliable and secure high-speed internet connection, with access to a home router and modem. A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection.

Salary Range: $31,000-$57,200

ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit (link removed)/about-promedica

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org