UWMC is operated by the University of Washington (UW) and serves as a training site for UW’s School of Medicine. The University of Washington is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoy outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Under the general supervision of the ROI Supervisor, the (ROI)RELEASE OF INFORMATION REPRESENTATIVE, is responsible for implementing the mission and goals of the Enterprise Records and Health Information, and incorporating information governance principles whenever appropriate. The ROI Representative is responsible for answering patient and other client questions about release of medical records and access to medical records. The Representative is responsible for outbound communication (verbal and written) with UW Medicine patients, providers, and other clients by telephone, fax, and email. The Representative provides patient outreach and support services in accordance with UW Medicine and department protocols and guidelines. The Representative is also responsible for tracking productivity and quality, and for utilizing their knowledge of the department and the electronic medical record when working with patients, clinicians, staff and other clients on special projects, and assists the department in meeting fiscal and clinical transformation goals.
Handles a high volume of inbound telephone calls. Provides patient and other customer service to internal and external callers with questions regarding access to and release of patient medical records. Ensures the quality of patient and other client interactions, which includes interactions that are polite, to the point, accurate, and consistent with UW Medicine service standards. Is a knowledgeable resource to patients/clients, striving to build patient/client confidence in UW Medicine and the ROI process. Maintains and updates knowledge of the ROI process and status of departmental ROI work. Works closely with the ROI team to ensure the highest level of patient and client satisfaction, and streamlines messages and other interactions. Ensures that patient and other requests in one contact or successfully manages prolonged or complex issues, with attention to managing the patient and other customer experience. Recognizes when patients/clients are frustrated or may require education or instruction beyond the issue presented. De-escalates conflict situations with minimal supervisory assistance, but recognizes when a situation is beyond individual training/expertise and requires/seeks assistance from supervisor or manager. Complies with UW Medicine risk management, compliance, and information security requirements; observes principles of data security and patient confidentiality.
Ensures all work product is accurate and audited. Ensures interactions meet departmental productivity and quality expectations. Tracks and reports productivity and other metrics. Ensures accuracy of metrics and assists with the creation of standard reporting procedures. Utilizes technology to complete job responsibilities and keeps expertise in technology updated. Completes special projects as assigned, including reviewing and updating office documentation, job aids and training materials. Provides feedback to ROI leadership, particularly as it relates to improving interactions with patients and other clients.
Prepares faxes and other requests for processing, including the use of departmental naming conventions, and as assigned. Provides customer service at the ROI patient drop in location, as assigned. Keeps up with emails daily. Participates in and completes office meetings and training sessions as assigned to continually improve skills and stays current with changes in operations. Performs other duties or projects as assigned.
High School graduation or equivalent and two years of experience in the program area; OR Equivalent education/experience/training
Knowledge of Epic, Sorian, or Cerner applications.
Knowledge of MS Office
Knowledge of medical terminology
Ability to manage time effectively and to work in a high volume, high accuracy work environment
Ability to communicate effectively and to work in a collaborative team environment
Ability to maintain confidentiality
CONDITIONS OF EMPLOYMENT
Must be able to transport and lift boxes of up to 40 lbs.
Must have a valid Washington State Driver’s License
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.