ROI Specialist

William Backus Hospital Norwich , CT 06360

Posted 2 months ago

Work where every moment matters.

Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.

With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Department Description:

HHC/SSO Facility ROI Specialist is responsible for processing requests for medical record and itemized bill copies for all HHC Health Information Management (HIM) Departments. ROI Specialist safeguards/protects patient rights to privacy by validating written authorizations to ensure only authorized individuals obtain access to protected health information (PHI), in accordance to HHC HIPAA Privacy policy.


Process request for medical record and itemized bill copies in a timely and efficient manner, ensuring accuracy and providing the highest quality customer service.

Safeguards and protects the patient's right to privacy by validating written authorizations ensuring that only authorized individuals obtain medical records and other protected health information (PHI) with proper authorization, as outline by Health Information Management Department policies, HIPAA, Federal and State Statutes. All requests are properly entered in Epic to ensure timely processing and tracking.

Key Areas of Responsibilities:

  • Processing Requests Receives, sorts, opens and reviews all documented requests; To ensure HIPAA compliance, logs all cases in Epic's Release of Information (ROI) tracking module, determines appropriateness of all requests then process same within 2-5 days.

  • Quality Assurance

  • Performs self-quality checks on work to assure accuracy of the release, confidentiality and proper invoicing.
  • Customer Service
  • Communicates (Educates, updates, responds to inquiries) with internal/external customers (patients, attorneys, law enforcement, auditors, insurance company representatives and other members of the Hartford Healthcare team) effectively and efficiently in a professional and courteous manner regarding requests, as needed, providing high quality customer service via phone/fax/mail or in-person. Properly respond to departmental emails and voicemails in a timely manner.
  • Education
  • Actively participate in educational sessions regarding HIPAA or other regulatory requirements and other Release of Information training programs/initiatives.
  • Adheres to HIM Departmental Polices. Demonstrates the ability to interpret and adhere to established policies and procedures related to HIPAA.

  • Demonstrates adherence to established policies and procedures related to ROI. Maintain less than 10 requests on the 30 day report.

  • Performs other duties that relate to the daily functioning of the ROI Unit

Education: High School Diploma or Equivalent required


  • Previous experience in a medical office or HIM department

  • 2-3 years' Clerical experience in a Health Care setting.

  • Knowledge of release of information regulations, both Federal and State.

  • Good communication skills, both written and verbal. Experience

  • 2-3 years' experience in Health Information Management field.

  • Medical Terminology coursework required.

  • Knowledge of release of information regulations, both Federal and State

  • Good communication skills, both written and verbal.

Language Skills:
Must be able to speak, read and write English. Second language abilities a plus.

Knowledge, Skills and Ability

  • Knowledge of release of information regulations, both federal and State.

  • Computer literate and possess experience with Microsoft Office Suite, Email and other Software.

  • Excellent communication skills, both verbal and written.

  • Strong customer skills.

  • Problem solving and critical thinking skills.

  • Must be a team player.

  • Consistently demonstrate tact and diplomacy.

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

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ROI Specialist

William Backus Hospital