Requester Correspondence Specialist - TEMPLATE

The Correspondence Specialist is responsible for fielding client inquiries regarding release of information (ROI) requests for patient medical records while consistently meeting service standards and metrics. RSS addresses inbound correspondence regarding requests for information, general status inquiries, and invoice payment while adhering to performance and behavioral standards. Correspondence Tier 1 supports issue resolution as needed and posts corrective actions in the corporate database to facilitate timely and accurate release of information processing and escalates where appropriate to RSS III or Supervisor.

Duties and Responsibilities:

1. Receives inbound faxes from request clients regarding patient medical records.


2. Lead by example; exhibit a positive and supportive attitude with a commitment to teamwork.


3. Addresses customer inquiries regarding status of requests, invoice/fee issues, request remediation, etc.


4. Ensures that faxes are answered promptly and courteously within prescribed standards and metrics.


5. Works with RSS III or Supervisor to escalate complete elevated issues.


6. Processes incoming correspondence in response to outstanding issues related to ROI fulfillment.


7. Maintains strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as client requirements and nuances.


8. Participates in group chat/meetings sharing input and knowledge.


9. Has a steadfast focus on accurate fax completion.

Minimum Qualifications:

1. Proven Background, expertise, and technical acumen in key competencies of position.


2. College education preferred or minimum combination High School Diploma and Related experience.


3. Ability to consistently maintain average individual performance metrics.


4. Consistent and strong track record of reliability, dependability, and work ethic.


5. Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.


6. Computer knowledge, including accurate keyboarding skills, is required.


7. Strong problem-solving skills and attention to detail.


8. Exceptional interpersonal skills and capacity to build effective relationships with co-workers and clients.


9. Ability to work effectively and independently in a high volume fast-paced environment.

              This job function requires the ability to sit, while using a computer, for extended periods of time.

*This job description reflects management’s assignment of essential functions.  It does not prescribe or reflect the tasks that may be assigned.