ROI / Customer Service Specialist

Key Responsibilities Respond promptly and professionally to incoming calls, emails, and in-person inquiries related to medical records requests. Assist requestors in understanding the release of information process, required forms, fees, and timelines. Verify the validity and completeness of authorization forms in accordance with HIPAA and state regulations. Accurately log, track, and update requests using the department’s release of information tracking system. Coordinate with ROI staff to ensure timely and accurate fulfillment of requests. Maintain a high level of confidentiality and security when handling protected health information (PHI). Troubleshoot and resolve basic issues related to request status, documentation, and general inquiries. Provide support in prioritizing urgent or stat requests (e.g., for ongoing care or legal deadlines). Escalate complex or sensitive issues to appropriate personnel, such as the ROI Supervisor or Compliance Officer. Stay current on laws and regulations impacting health information and release of information practices. Education: High school diploma or equivalent required. Associate’s degree in Health Information Technology, Healthcare Administration, or related field preferred. Experience: 1–2 years of experience in a healthcare, customer service, or medical records environment. Prior experience with HIPAA and release of information processes.. Skills and Competencies: Strong Customer Service and interpersonal , communication skills (verbal and written). Ability to maintain professionalism and patience when dealing with sensitive and confidential matters. Attention to detail and strong organizational skills. Ability to manage multiple tasks and work in a fast-paced environment. Familiarity with ROI software (e.g., MRO, ChartSwap, ReleasePoint) is a plus.