Service Associate, Medical Records

Description : Job Summary :

The Medical Records Administration Associate facilitates the exchange of health information for Kaiser Permanente members.

Furnishes available and authorized information related to the status of requests for Medical Records, FMLA, disability claim form completion, return to work forms, etc.

Tracks request activity communicates updates on the receipt and fulfillment of requests and documentation. Works in partnership with the Release of Information (ROI) team to handle inquiries.

Adheres to HIPAA privacy rules and the specific requirements for the management of health information to ensure confidentiality.

Maintains good customer service and creates a positive impression of Kaiser Permanente with both internal and external customers.

Essential Responsibilities :

Receives telephone inquiries regarding Medical Records request status, Educates callers on the required authorization forms for the release of health care information.

Demonstrates, in-depth, operational knowledge of each HIMS area by analyzing caller needs and evaluating documentation to ensure that requests are routed to the appropriate resource.

Tracks requests to ensure the release of patient health information in a timely, complete and confidential manner. Expedites requests for the release of protected health information (PHI) as appropriate.

Refers callers to other individuals or escalation points according to departmental guidelines using available resources (RightFax, etc.

Ensures inquiries are taken to a point of resolution within the assigned performance standard. Maintain optimal levels of customer satisfaction and call center efficiency by consistently meeting established telephone metrics goals, i.

e., Telephone Service Factor, Average Speed of Answer, Abandoned call rate.

• Maintains patient confidence by keeping patient records protected and confidential.
• Maintains continuity of work operations by documenting calls and communicating actions, irregularities, and continuing needs.
• Participates in special projects, training, studies, or other activities and or duties as directed.

Basic Qualifications : Experience

Minimum two (2) years of experience with customer contact, receptionist or telecommunications position.

Education

High School Diploma or General Education Development (GED) required.

License, Certification, Registration

N / A

Additional Requirements :

• Effective communication skills to interface diplomatically and effectively with all levels of people internally and externally.
• Ability to diffuse difficult / stressful situations and to handle multiple tasks at one time.
• Word processing experience with typing skills of thirty five (35) - forty (40) words per minute.

Preferred Qualifications :

• Minimum one (1) year of minimum documented release of information experience.
• Associates degree in health information, health administration, business or other related discipline or education / experience combined.
30+ days ago