Customer Service & Medical Records Manager

Description

Northpointe is a Community Mental Health (CMH) organization providing services to individuals with serious mental illness, emotional disturbance, substance abuse disorders, and intellectual/developmental disabilities across Iron, Dickinson, and Menominee counties in the UP of Michigan. Northpointe itself was established in 1995 but has roots as a CMH dating back to 1964. Our presence can be found through remote emergency services, in school and home-based programs, and in clinical and residential home settings.

Job Purpose

The purpose of this position it to provide supervision of medical records staff and to assume administrative responsibility for customer service/medical records at all service sites. The manager shall monitor and coordinate initial customer activities across all sites, ensure department compliance with regulatory requirements and Northpointe policy/procedure, assist with the development of policies, implement program improvements, and maintain tracking systems to ensure a timely, customer friendly access system is maintained.

Job Duties and Responsibilities

• A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by the supervisor.

Essential Duties

• Provides supervision and administrative oversight of staff assigned to the customer service/medical records department and effectively monitors their compliance with relevant standards, policies, and procedures across all primary service sites.
• Monitors staffing patterns at each site and ensures adequate coverage.
• Conducts medical records staff meetings as needed.
• Tracks ACCESS appointments to ensure appointments fall within required standards and works with staff to meet standards; ensures access demand issues and individual preferences and effectively resolves individual access complaints.
• Works closely with staff regarding the release of confidential information per Michigan laws, HIPAA, and MDHHS guidelines.
• Monitors psychiatric digital dictation/transcription of clinical documents.
• Monitors distribution of confidential medical records information and disclosure logs.
• Collects and resolves consumer complaints and enter them in ELMER GRIEVANCE/CUSTOMER SERVICE data base for NorthCare monitoring.
• Monitors and merges ELMER address entries.
• Point person for deletion of documents misfiled in ELMER.
• Develops and maintains medical records policies and procedures in accordance with NorthCare and regulatory mandates.
• Oversees automated call service, documents DO NOT CALL phone numbers, troubleshoots if calls should not be made to certain individuals per their preference.
• Creates and mails monthly Satisfaction Surveys
• Acts as Northpointe’s Freedom of Information Act (FOIA) contact and processes FOIA requests.
• Creates and monitors EXCEL spreadsheets to compile annual access data (Request for Services & Disposition of Requests) for MDHHS Annual Submission.
• Close No Show Intakes while monitoring the Unassigned Cases Report
• Monitors data quality of specific EMR related data fields as assigned.

• Regional and local representation on the following Committees:
• Medical Records Team (monthly meetings)
• Customer Service with Consumer representation (bimonthly meetings)
• Northpointe’s QI meetings.

Requirements

Education, Certifications, and/or Experience

• Minimum high school diploma with at least two years administrative experience in a healthcare setting; Associates degree or equivalent from a two-year college or technical school preferred.
• Medical terminology and previous office experience preferred.
• Experience with the electronic medical record preferred.
• Two years supervisory experience in an office environment preferred
• Experience with Microsoft Office applications