ROI Customer Advocate

Benefits

Additional Information

This position is responsible for performing a variety of clerical duties and processing requests for disability and the release of health information. Communicating and interacting with customers who request Protected Health Information (PHI) documentation, ensuring requests are responded to appropriately and timely. As needed, provides instruction to requestors related to procedures for obtaining medical record information and patient authorization requirements.Periodically is assigned special projects and related duties and may be required to assist in other areas of department as determined by manager Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals. Customer Service: Serves as Department Receptionist. Follows up with requestors regarding delay. Educates requestors on procedures for obtaining medical record information. Responds to telephone inquiries from patients, attorneys, insurance companies, and DFCI clinical and professional staff regarding. Release of Protected of Health Information. Authorization Screening: Reviews authorization for completeness. Follows up as necessary. Returns requests for insufficient information to clinics or patient or requestor. Processes emergency fax requests as required. Processes Requests: Releases health information by facsimile in emergency situations after verification according to procedure. Retrieves medical records as necessary from offsite vendor. Opens mail, stamps date received and confirms medical record number. Screens health records for any confidential and sensitive information that is not covered under a general authorization. (Records containing confidential or sensitive can only be released with an authorization specifically stating the type of information that is being released). Operates computerized tracking system to enter/edit and/or access information. Utilizes electronic health record to print computerized PHI. Meets productivity standards established by manager. Provides manager with daily statistics to ensure that staffing levels reflect workload requirements. Requests CDs from Imaging. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Experience using medical information systems Communicates a thorough knowledge of the confidentiality and privacy laws established by Federal and State guidelines and adhere to DFCI and departmental policies Demonstrates strong interpersonal skills to include excellent oral communication skills along with the delivery of exemplary customer service Ability to work in a fast-paced environment. Under this type of pressure, must determine pertinent health information needed for the care of the patient Following orientation period, must demonstrate a thorough knowledge of related policies and procedures Must be detailed oriented Must have ability to multi-task and adapt to changes quickly Must have the ability to work both independently and as part of a team Must be self-motivated, proactive in communicating progress and issues, able to manage time effectively to meet deadlines and prioritize workload. Ability to act professionally to ensure that PHI is kept confidential Work requires sorting documents alphabetically, sequentially by numbers, dates and types Work requires checking documents for completeness MINIMUM JOB QUALIFICATIONS: The position requires one year of experience in a health-related field, along with proficiency in computer use, data entry, and attention to detail. A high school education is preferred. SUPERVISORY RESPONSIBILITIES: None PATIENT CONTACT: Work requires contact with patients and/or visitors, DFCI clinical and professional staff which involves courtesy. At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply. Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to ra