On-Site Lead ROI Medical Records Specialist - Newport News, VA

Job Description:

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com.

Job Summary:
This position is responsible for processing all release of information (ROI) requests in a timely, efficient, and accurate manner while delivering exceptional customer service.  The Associate must safeguard patient privacy at all times by ensuring that only authorized individuals access medical records and that all information is released in accordance with the request, applicable authorization, company policies, and HIPAA regulations. As an On-Site Lead ROI Specialist, you will continually perform at a high quality and productivity level. You will interact regularly with management and keep them informed of any concerns or issues regarding quality, connectivity, client concerns etc., that may inhibit Sharecare HDS performance or service expectations for customers.  

** This role is located on-site in a medical facility in Newport News, VA!

Essential Functions: 

• Handles ROI requests by retrieving and returning patient medical charts and accurately scanning records in accordance with established procedures, quality standards, and productivity guidelines.
• Validates requests and authorizations for medical record release based on company policy and legal guidelines. Performs quality checks to ensure accuracy, confidentiality, and correct billing of all released records. 
• Maintains equipment in excellent working condition. 
• Delivers outstanding customer service by being attentive, respectful, and responsive to client needs proactively identifying and resolving concerns.
• May handle incoming requests by way of mail, telephone, facsimile inquiries,  online submission tools, or email, depending on the needs of the client. 
• Maintains a clean, professional appearance and complies with the company dress code.
• Maintains a clean and orderly work area,  ensuring that records and files are properly stored before leaving area. 
• Maintains up-to-date knowledge of applicable state laws and fee structures. 
• Works within assigned scope and is flexible in accepting additional assignments or account coverage to prevent backlogs. 
• Complies with client/site policies and procedures, including HIPAA, state/federal regulations, and labor laws. 
• Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release. 
• Works with privileged information in a conscientious manner while releasing medical records in an efficient, effective, and accurate manner. 
• Provides onboarding and training services to new employees. 
• Provides backup and support to Customer Service role as needed. 
• Communicates regularly with supervisors and managers regarding quality, client concerns, or system issues.
• Assists with administrative tasks such as queue management and work assignments. 
• Produces reports and metrics as requested. 
• Orders paper records from storage vendors, scan them upon arrival, and ensure timely return to the storage company.

Qualifications: 

• High School Diploma or GED required
• Minimum of 3 years' ROI fulfillment experience with Sharecare HDS or 4 years of external ROI experience required
• Proficiency in Microsoft Office applications
• Strong organizational and multitasking skills essential