Medical Records (ROI) / Message Center Operator

 SCHEDULE

This position is scheduled for 36 hours per week and will support cross- department operations. Monday through Thursday, from 8:00am to 3:30pm, will be in the Medical Records (ROI) Department, and Friday, from 7:00am to 3:00pm, will be in the Doctors Call Center.

JOB SUMMARY

The Medical Records (ROI) / Message Center Operator provides operational support to both the Release of Information (ROI) department and the Doctors Call Center (DCC). This role is responsible for processing requests for medical records and forms in accordance with regulatory requirements, MCC policies and procedures, and federal and state statutes. In addition, the position supports the Doctors Call Center (DCC) by routing incoming calls through the tower and satellites offices during operating hours. DCC functions as an answering service for MCC Physicians as well as out-sourced clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform duties related to the preparation, generation, and distribution of Medical Records in accordance with departmental and MCC policy and procedures.
• Provide invoices to requesting customers in compliance with regulatory requirements prior to records being released.
• Work directly with outside physician offices to assist with closing care gaps related to future visits and/or follow up medical documentation. 
• Perform administrative tasks such as maintaining information files and processing paperwork.
• Operate office equipment including voicemail systems, copiers, and fax machines.
• Answer incoming telephone calls accurately and efficiently; this includes transferring calls to physicians’ offices and specified departments, paging physicians and/or staff members, giving directions and limited information, and answering general questions(office hours, clinic locations and phone numbers)
• Place outgoing calls for Physicians and staff members; including outside physicians, hospitals ,facilities, pharmacies and patients.
• Contact Physicians for hospital floors, patient calls and emergency situations. Utilize available methods to reach physicians and staff, including calling offices, paging through in-house systems and/or outside paging services, and calling residential and/or cell phones.
• Triage and dispatch emergency calls regarding Codes (MRT’s, Code 3, Code Pink and Elevators) according to established policies and procedures.
• Monitor all alarms for main building, ASC, and Satellites, including security cameras, fire panels, chiller lights, elevator panels and calls from Panhandle.
• Maintain Physician, employee and patient confidentiality.
• Other duties as assigned. 

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENT

• Minimum education requirement is high school diploma or GED.
• Prior experience in a medical office clerical environment working with medical records or medical records department preferred.
• Minimum one (1) year experience working in a call center environment preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Maintain knowledge of Physicians specialties and their department’s rules and procedures regarding such issues as call and consult rules.
• Display effective customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills, as well as achieving high customer satisfaction. 
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Strong computer software experience with general working knowledge of Microsoft Word and Excel required. 
• Be willing to learn new equipment and processes quickly. 
• Be a self-motivated team player.
• Ability to effectively multi-task. 
• Ability to operate office equipment such as copier, scanner, and fax machine.
• Ability to generate ideas to make existing processes more efficient. 
• Proficient in use of English language both in written and verbal communication. 
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.
• Ability to maintain confidential information. 

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.   
• Must be able to work under stress and remain calm and professional.    

WORK ENVIRONMENT

• Exposed to frequent and constant interruptions in daily functions/schedule.  
• Must be available to customers and staff throughout the day.  
• Required to work extended hours to meet department needs.