Senior ROI Service Administrator

Metadata: Full-time position supporting release of information (ROI) for patient medical records.

About the role

The Senior ROI Service Administrator handles inbound inquiries about ROI requests while upholding high customer service standards. This role serves as a peer knowledge resource, models performance standards, resolves issues, provides status updates, assists with escalations, and posts corrective actions in the corporate database to ensure timely and accurate processing. The Senior Administrator also supports the Supervisor with special projects as needed.

Responsibilities

• Act as a go-to resource for training, special projects, and expertise.
• Lead by example with a positive, supportive attitude and commitment to teamwork.
• Receive and respond to inbound phone inquiries regarding patient medical records.
• Provide status updates on requests and ensure calls are answered promptly and courteously within prescribed standards.
• Collaborate with the Supervisor to escalate complex issues.
• Maintain positive relationships with clients (hospitals) and requesters (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, etc.).
• Demonstrate strong knowledge of HIPAA, HITECH, state/federal rulings, and facility-specific requirements.
• Participate in weekly customer service meetings to analyze trends, training opportunities, and client/requester issues.
• Navigate multiple EMR systems to check the status of inbound inquiries.
• Perform additional duties as assigned by management.

Requirements

• High School Diploma or equivalent (required).
• College courses (beneficial but not required).
• Experience with MRO daily processes and model (6 months preferred).
• Ability to consistently maintain above-average individual performance metrics.
• Proven expertise in key competencies of the position, including independent decision-making and critical thinking.
• Strong computer skills, accurate data entry, and attention to detail.
• Prior customer service experience (strongly preferred).
• Exceptional problem-solving and interpersonal skills.
• Capacity to build effective relationships with coworkers and requesters.
• Ability to work effectively and independently in high-volume production environments.
• Demonstrated proficiency in verbal communication.

Work Environment

This role requires the ability to sit and use a computer for extended periods.