The Release of Information (ROI) Customer Advocate reports to the ROI Team Lead and is mandated under HIPAA regulations and Institute policy to protect a patient’s privacy by ensuring that every authorization to release Personal Health Information (PHI) is compliant.  This position requires direct contact with a customer base that includes patients, families, clinical and professional staff, and third-party vendors and insurance companies.  Excellent communication skills are essential to be able to provide clear and concise instructions for processing insurance and disability requests and obtaining medical records efficiently and accurately.  Additionally, this position will be able to reflect and convey the professionalism and compassion of both the HIS Department and the Institute by enthusiastically promoting the teamwork necessary to provide the highest level of service.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Customer Service

• Responds to insurance disability and leave of absence request forms and other types of forms needed for the patient, insurance company, or employer, by initiating and completing the ROI workflow process.  Assists and educates the patient and/or family in the process and requirements.
• Responds to patients, families, and DFCI clinical and professional staff regarding release of Protected Health Information (PHI).
• Follows through on requests not finalized within established timeframes by resolving any issues in the process.
• Presents a courteous and helpful demeanor at all times including patients/families, visitors, DFCI employees/clinical and professional staff.
• Provides excellent customer service by being attentive and respectful; ensures understanding of customer request and follows through as promised and being proactive in identifying client concerns or problems. Resolves customer service matters in a polite manner.
• Educates requestors on procedures for completing insurance, leave of absence, or other forms and obtaining medical record documentation.
• Provides service in a manner that is appropriate for the patient’s age and condition; demonstrates knowledge and skills necessary to meet the patient’s physical, psychosocial, educational, and safety needs.
• Follows up with requestors regarding any delays or outstanding requests to ensure timely processing.
• Responds to telephone, fax, mail, and email inquiries from patients, attorneys, insurance companies, and DFCI clinical and professional staff regarding disability, leave of absence, other types of forms, and release of protected health information.
• Attends required trainings to keep informed on material pertaining to the duties of this position. latest information systems functionality.
• Reports operational issues to Team Lead and/or Manager.

Authorization Screening 

• Reviews authorization for completeness and compliance. Follows up as necessary.
• Returns incomplete and/or non-compliant requests to clinics, patient, or requestor.
• Processes urgent requests as required.
• Utilizes multiple electronic applications for requesting and processing authorizations.

Processes Requests

• Manage on-site health information requests and inquiries for patient health information when received by the patient or authorized individual.
  • Verifies the patient identity and confirms the authorization is valid and compliant.
  • Ensures the requesting party has a legal right to request a patient’s medical information.
• Screens health records for any confidential and sensitive information that is not covered under a general authorization (records containing confidential or sensitive can only be released with an authorization specifically stating the type of information that is being released).
• Operates under EPIC Release of Information application to enter/edit and/or access information.
• Accesses electronic health record to print/email/fax/or upload to Patient Gateway and documents the release of the computerized PHI.
• Meets productivity standards established by manager.
• Provides manager with daily statistics to ensure that staffing levels reflect workload requirements.
• Coordinates the release of imaging reports with the Imaging Department when there are requests for both images and reports.
• Periodically may be assigned special projects and related duties and may be required to assist in other areas of the department as determined by manager or team leader
• Opens mail, stamps date received and researches patient data including medical record number.

• High school diploma or equivalent required.
• 1 year of experience in a medical office/healthcare environment required.
• Computer, data entry and experience in working with a high degree of detail.
• Release of Information knowledge preferred but not mandatory.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: 

• Experience using medical information systems.
• Communicates a thorough knowledge of the confidentiality and privacy laws established by Federal and State guidelines and adheres to DFCI and departmental policies.
• Demonstrates strong interpersonal skills that include excellent oral communication skills along with the delivery of exemplary customer service.
• Ability to work in a fast paced, environment with shifting priorities and needs throughout the day.
• Following orientation period, must demonstrate a thorough knowledge of related policies and procedures.
• Must be detailed oriented.
• Must have ability to multi-task and adapt to changes quickly in conjunction with customer interruptions.
• Must have the ability to work both independently and as part of a team.
• Must be self-motivated, proactive in communicating progress and issues, able to manage time effectively to meet deadlines and prioritize workload. Ability to act professionally to ensure that PHI is kept confidential.
• Performs self-quality checks on all work to assure completeness and accuracy of the release.
• Work requires sorting documents alphabetically, sequentially by numbers, dates, and types.
• General knowledge of office equipment such as fax machine, mail machine, copier, scanner, etc.
• Collects relevant information to understand problems and issues, e.g., documents for inclusion in the EHR, scanning equipment, and/or system downtime workflow.
• Microsoft Suite knowledgeable (Outlook, Excel, Word)

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

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