Health Information Management (HIM) Associate

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Health Information Management (HIM) Associate to join our Risk & Privacy team. The Health Information Management Associate is responsible for handling internal and external requests for medical records in compliance with HIPAA regulations. They log and track all work in a database tracking system, communicate any issues with the management team, and ensure exceptional customer service is provided to all requesters. The Health Information Release Specialist will work on retrieving documentation from third-party portals and communicating with vendors as necessary to ensure complete and accurate document retrieval. They organize and prioritize their time to provide full medical record availability to customers and complete all related tasks. The Health Information Release Specialist must maintain knowledge of and adhere to all HIPAA, confidentiality and compliance regulations, rules, guidelines, policies, and procedures. Additionally, they actively participate in process improvement, engagement, department, staff, and other work meetings/teams. They provide the Manager/Supervisor with suggestions for improvement and fully complete logs and departmental documentation.

*This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC*

What You’ll Do

• Release of Information
  • Process intake for all requests for medical records (internal and external), recording all requests within our internal ticketing system and assessing for completeness.
  • Retrieve documentation from third party portals (fax, hard mail); communicate with third party vendors as necessary to ensure complete and accurate document retrieval.
  • Review all authorization requests forms and required documentation; handle all necessary follow-up correspondence related to the fulfillment of each  request. 
  • Identify the client account associated with the records request, and surface information, along with the reviewed request, to auditor(s). 
  • Log and track all record requests within Zendesk, ensuring all requests are satisfied within the requestor’s desired receipt date. 
  • Responsible for the creation and management of all HIM standard operating procedure documentation within our internal knowledge base (Confluence).
  • Maintain knowledge of and adhere to all HIPAA, confidentiality and compliance regulations, rules, guidelines, policies, and procedures.
• Customer Service
  • Handle external communication for all incoming requests for records, including the management of our fax (Consensus) and hardmail (Records Force) systems.
  • Provide assistance and direction to all requesters by explaining the process for obtaining medical records while providing exceptional customer service.
  • Assist requesters with checking the status of requests for medical records and providing periodic updates.
  • Keep up with business updates to ensure the assistance provided to clients is accurate.
  • Ability to meet productivity and quality benchmarks set by leadership.
• Team Collaboration
  • Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled.
  • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
• Performs other related duties as assigned.

About You 

• General Equivalency Diploma (GED) or High School Diploma required. 
• Associate or advanced degree in appropriate field preferred.
• Minimum of 1-2 years working in the Healthcare industry required, preferably within a support role centered around use of Zendesk CRM.
• Registered Health Information Technician (RHIT), or Registered Health Information Administrator (RHIA), a strong plus. 
• Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
• Experience in a clinical or Health Information Management Department of a large health care facility, preferred.
• Experience in working with valid authorization forms with patients, legal authorized representatives, attorneys, and court systems, a plus.
• Knowledge of and ability to comply with PHI and HIPAA guidelines when working with sensitive material, required.
• Ability to multi-task in various systems + programs.
• Excellent written and verbal communication ski