Remote Client Operations Manager

About the role

Under the direction of the Director of Client Operations and the general instruction of the primary Facility Contact at various facilities, the Client Operations Manager is responsible for the efficient operation of assigned accounts. In addition, the Client Operations Manager will also assist in training, staffing, and providing coverage at various sites. This remote position does require travel to onsite accounts when required.

Responsibilities

• Meeting facility revenue goals on a consistent basis
• Answering day-to-day questions posed by clients and Release of Information Specialists (ROIS)
• Identifying and recommending opportunities to increase productivity
• Complying with all release of information related functions, as stipulated by service agreement
• Preparing weekly dashboard and month-end operational performance reports
• Monitoring productivity and quality to ensure high customer service satisfaction
• Assisting the Director of Client Operations in the training and evaluation of ROIS staff, both onsite and remote
• Assisting in selecting, interviewing, hiring, training and terminating of employees
• Participating in counseling sessions of site personnel and making disciplinary or termination recommendations, when necessary
• Managing scheduling of onsite staff to include time off requests and payroll approval
• Distributing work to local site personnel and assisting remote supervisors with the coordination of workflow
• Providing physical coverage at various sites when workload dictates
• Maintaining confidentiality by keeping all information seen and heard in the facility secure
• Providing input into the review and revision of site procedure
• Performing quality reviews and site evaluations as required by clients
• Reviewing release of information requests for validity according to applicable state or federal statutes; returning inappropriate authorizations and requests to the requester
• Looking up medical record numbers, filling out guides and pulling medical records, when appropriate
• Reviewing the requests to determine which encounters are being requested
• Scanning and/or capturing electronically, the medical record and choosing the appropriate information to be duplicated
• Capturing the appropriate pages for the requested records, when appropriate
• Re-assembling the charts (if paper) for re-filing
• Logging information that is being sent to the requester either manually or using company software in accordance with the facility procedure
• Documenting the release of information in the patient medical record or other means determined by the facility
• Calculating billing and preparing invoices, as needed
• Certifying medical records copies, when appropriate
• Attending all mandatory meetings and/or training sessions
• Ensuring supplies are available at designated facility
• Submitting company-related travel expense reports and original receipts to manager in a timely fashion
• Developing and maintaining strong, professional relationship/partnership with the Client management team
• Running reports and analyzing content to appropriately manage the operations
• Complying with and providing guidance on Company Policies, as identified in the Company Handbook
• Performing other appropriate duties, as assigned, to meet the needs of the department and the company

Qualifications

• Bachelor’s Degree Preferred
• Prior Supervisory experience
• A valid driver’s license and a history of safe driving
• Ability to communicate effectively with clients, staff members and management
• Experience with medical records or healthcare, beneficial
• Knowledge of HIPAA privacy information standards, required
• Medical terminology coursework, preferred
• RHIT certification or the ability to take and pass an ROI Certification course with a score of 85% or higher, within 90 days is required
• Ability to travel to various assigned accounts
• Ability to report to work consistently with minimal unplanned schedule deviations