Client Operations Manager
- Responsible for meeting facility revenue goals on a consistent basis
- Answers day-to-day questions posed by clients and Release of Information Specialists (ROIS)
- Identifies and recommends opportunities to increase productivity
- Complies with all release of information related functions, as stipulated by service agreement.
- Prepares weekly dashboard and month-end Operational performance reports
- Monitors productivity and quality to ensure high customer service satisfaction
- Assists the Director of Client Operations in the training and evaluation of ROIS staff, both onsite and remote.
- Assists in selecting, interviewing, hiring, training and terminating of employees
- Participates in counseling sessions of site personnel and makes disciplinary or termination recommendations, when necessary
- Manages scheduling of onsite staff to include time off requests and payroll approval
- Distributes work to local site personnel and assists remote supervisors with the coordination of workflow. Will be expected to provide physical coverage at various sites when workload dictates.
- Maintains confidentiality by keeping all information seen and heard in the facility secure
- Provides input into the review and revision of site procedure
- Performs quality reviews and site evaluations as required by clients
- Reviews release of information requests for validity according to applicable state or federal statutes; returns inappropriate authorizations and requests to the requester
- Looks up medical record numbers, fills out guides and pulls medical records, when appropriate
- Reviews the requests to determine which encounters are being requested
- Scans and/or captures electronically, the medical record and chooses the appropriate information to be duplicated
- Captures the appropriate pages for the requested records, when appropriate
- Re-assembles the charts (if paper) for re-filing
- Logs information that is being sent to the requester either manually or using company software in accordance with the facility procedure
- Documents the release of information in the patient medical record or other means determined by the facility.
- Calculates billing and prepares invoices, as needed
- Certifies medical records copies, when appropriate
- Attends all mandatory meetings and/or training sessions
- Ensures supplies are available at designated facility
- Submits company-related travel expense reports and original receipts to manager in a timely fashion
- Develops and maintains strong, professional relationship/partnership with the Client management team
- Runs reports and analyzes content to appropriately manage the operations
- Complies with and provides guidance on Company Policies, as identified in the Company Handbook
- Performs other appropriate duties, as assigned, to meet the needs of the department and the company
- Bachelor's Degree Preferred
- Prior Supervisory experience
- A valid driver's license and a history of safe driving
- Ability to communicate effectively with clients, staff members and management.
- Experience with medical records or healthcare, beneficial.
- Knowledge of HIPAA privacy information standards, required.
- Medical terminology coursework, preferred
- RHIT certification or the ability to take and pass an ROI Certification course with a score of 85% or higher, within 90 days is required.
- Ability to travel to various assigned accounts
- Ability to report to work consistently with minimal unplanned schedule deviations
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