Customer Liaison HIM WMCG - Augusta Georgia

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary:

Provides support for daily operations of the medical record deficiency tracking, chart completion functions, discharged not final billed (DNFB) worklist follow up, release of information (ROI) and physician and customer service for WellStar Health System.
Responsibilities include working across departments and facilities in order to ensure that all medical record documentation is accurate and thorough, assisting healthcare providers for record completion and Electronic Health Record (EHR) assistance, as well as other duties as assigned.
The customer liaison is responsible for deficiency reanalysis that involves review, research, analysis and correction of chart deficiencies. Works closely with patients to provide assistance and guidance on accessing their medical records, for continuity of care and to be engaged with their healthcare decisions. Performs the medical record suspension process based on the individual facilities established procedures. Identifies opportunities to improve process and the utilization of the EHR to achieve best practice in accurate and timely medical record documentation.

Core Responsibilities and Essential Functions:

Provider Suspension
* Communicates notices in writing to the providers regarding their incomplete and delinquent records in accordance with medical staff medical record policy.
* Verifies the records eligible for suspension are accurate and available in the providers Epic In Basket. If any issues are identified, research and correct. If unable to correct, work with WellStar Connect to review and resolve.
* Enforces the suspension process and notify surgical services, all patient care areas, medical staff leadership and administration on the providers who are placed on suspension and their subsequent reinstatement when records are completed.
* Updates and maintains the suspension tracking log when a provider has been suspended and reinstated. Report the suspensions to quality improvement (QI) department and medical staff leadership.
Provider Chart Completion
* Accesses, reviews, researches and completes the assignments in the Epic workqueue lists to include declined deficiencies, missing documentation, done deficiencies, final analysis, etc.
* Researches declined deficiencies to determine which provider the deficiency needs to be validated and if necessary, reassigned to a different provider. This requires significant analytical and problem solving skills.
* Verbal orders are routed to the nursing pool for review. If they are unable to determine the provider, it is routed to the HIM department for further research and provider assignment. If the order was declined because it needs to be revised, it is reported to the Chart Correction team.
* Cosign orders are declined by nurse practitioners, physician assistants, midwives, etc. They need to be researched to determine the correct provider for reassignment. If the order was declined because it needs to be revised, it is reported to the Chart Correction team.
* Note-based deficiencies [history and physicals (H&P), discharge summaries (DC summary), operative notes, progress notes, etc.] are reviewed to determine if the deficiency needs to be reassigned to another provider, sent back to original provider or locate the documentation in other visits.
* Reviews the final analysis workqueue list as the last step in the chart completion process. Reviews chart for accuracy and completeness according to the medical staff medical record policy. If any required elements (i.e. H&P, DC Summary, etc.) are missing, a deficiency is assigned. If the chart is complete, the account status is changed from open to closed and finalized.
* Reviews done deficiencies to ensure the provider completed the deficiency appropriately. If the deficiency is not done, it will be reassigned to the provider for completion. If the deficiency is done, complete the deficiency..
DNFB Support
* Accesses the HIM ON HOLD MISSING DOCUMENTATION (NON PHY) and MISSING PHYSICIAN DOCUMENTATION in the account workqueue list in Epic to research, validate, follow up and route back to coding when completed.
* Researches each account to determine if the documentation is missing or is in the incorrect location in Epic.
* Validates that the deficiencies are assigned to the corre