Lead ROI Medical Records Specialist - Remote

Job Summary

This position is responsible for processing all release of information (ROI) requests in a timely, efficient and accurate manner while delivering exceptional customer service. The Associate must safeguard patient privacy at all times by ensuring that only authorized individuals access medical records, and that all information is released in accordance with the request, applicable authorization, company policies, and HIPAA regulations. This role also provides support to team members and management by serving as a subject matter expert, trainer, and escalation point. The Lead plays a key role in ensuring high-quality output and operational consistency by mentoring colleagues, assisting with work assignments, and monitoring quality and productivity metrics.

Essential Functions

• Processes ROI requests from facilities timely, accurately and in accordance with established procedures and quality standards.
• Validates requests and authorizations for medical record releases based on company policy and legal guidelines.
• Performs quality checks to ensure accuracy, confidentiality, and correct billing of all released records.
• Maintains equipment in excellent working condition.
• Delivers outstanding customer service by being attentive, respectful, and responsive to client needs, proactively identifying and resolving concerns.
• Maintains a clean, professional appearance and complies with the company dress code.
• Maintains up-to-date knowledge of applicable state laws and fee structures.
• Works within assigned scope and is flexible in accepting additional assignments or account coverage during backlogs.
• Complies with client site policies and procedures, including HIPAA, state and federal regulations, and labor laws.
• Handles confidential information with integrity and professionalism while ensuring efficient, accurate record release.
• Provides onboarding and training for new employees.
• Supports customer service by managing escalations and resolving issues.
• Communicates regularly with supervisors and managers regarding quality, client concerns, or system issues.
• Assists with administrative tasks such as queue management and work assignments.