Retrieval Analyst (Medical Records) - Remote

Come join one of the fastest-growing healthcare information exchange companies in the United States. ChartRequest is a part of MyHealth, an Atlanta-based healthcare information technology and services company. As one of the leading health information exchange solutions in the U.S. ChartRequest empowers healthcare providers to electronically request and receive health information in a secure, efficient, and cost-effective manner. From streamlining workflows to documenting HIPAA compliance, ChartRequest is trailblazing a path for improved efficiency and better patient care. Since 2012, ChartRequest has managed hundreds of thousands of secure requests for patient health information on behalf of our providers. The provider network using ChartRequest to exchange critical continuation of care documentation has grown to include over 5,000 provider entities including hospitals, large multi-state and specialty groups, as well as individual practices in the 50 United States. Working within our records retrieval department, the Records Representative will communicate with a group of custodians via phone, email, and fax to confirm the request for records was received. Representatives will then follow up to ensure timely receipt of requested in-house records while promoting ChartRequests standards of quality and customer service. Job Duties: Conduct outbound calls to organizations as part of a performance-based environment. Capable of prioritizing assigned tasks and functions on time. Communicate with persons and custodians outside the organization via telephone and other communication mediums. Keep detailed records of custodian interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken. Obtain status of records via online, email, or fax daily. Process faxed and emailed medical record requests through the use of a proprietary web application software and support ticketing system. Locate, monitor, and act on overdue requests. Perform various administrative functions for assigned outstanding requests, such as recording address changes and fax numbers. Organize follow-up phone calls and maintain a schedule of escalating files to the supervisor. Establish and maintain effective and cooperative working relationships with assigned customers/clients/custodians and organizations. Advise custodians of necessary actions and strategies for record collections. Check to ensure that appropriate changes were made to resolve custodial problems. Analyze information and evaluate results and choose the best solution and solve problems. Comply with federal and state regulations on pricing, confidentiality and time requirements to produce records for the requestors. Maintain HIPAA compliance, information security and staff training requirements. Perform other assigned tasks and duties necessary to support the Department. Skills: Active listening Critical thinking Customer service orientation Persuasive communication Excellent written and oral expression Requirements: A minimum of an associate degree and 2-4 years of experience in a fast-paced customer service contact environment (business to business) Administrative experience in an office setting; previous ROI, medical records, or other related experience in a healthcare environment is preferred. Proven history of success in collections and/or customer service (preference given to candidates who have a stable work history with the minimal job change) Customer Relationship Management software (CRM) experience Desire to learn, and ability to understand and become knowledgeable of Release of Information standards, policies & procedures, and HIPAA regulations and to complete work in compliance of these and other standards. Ability to learn, read and comprehend simple, healthcare terminology. Ability to work professionally, effectively, and efficiently in a team environment with customers, management, and co-workers.

ChartRequest is a part of MyHealth, an Atlanta-based healthcare information technology and services company. As one of the leading health information exchange solutions in the U.S. ChartRequest empowers healthcare providers to electronically request and receive health information in a secure, efficient, and cost-effective manner.