The position of Release of Information (ROI) Customer Advocate reports directly to the Health Information Services Operations Manager 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 in compliance.  The job requires direct contact with a customer base that includes patients, clinical staff and management, excellent communication skills are essential to be able to provide clear and concise instructions for obtaining medical records quickly and efficiently.  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 brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Customer Service

• Responds to inquiries from patients and DFCI clinical and professional staff regarding release of Protected of Health Information (PHI).
• Presents a courteous and helpful demeanor to all patients, visitors, other DFCI employees/medical staff members, or any other person an employee encounters while representing DFCI.
• Provides excellent customer service by being attentive and respectful; insures understanding of customer request and follow through as promised and being proactive in identifying client concerns or problems.  Helps resolve customer service matters in a polite manner.
• Educates requestors on procedures for obtaining medical record information.
• Provides service in a manner that is appropriate for the patient’s age; demonstrates knowledge and skills necessary to meet the patient’s physical, psychosocial, educational, and safety needs.
• Follows up with requestors regarding any delays.
• Responds to telephone inquiries from patients, attorneys, insurance companies, and DFCI clinical and professional staff regarding Release of Protected Health Information.

Authorization Screening 

• Reviews authorization for completeness.  Follows up as necessary.
• Returns requests for insufficient information to clinics, patient or requestor when applicable.
• Processes urgent requests as required.

Processes Requests

• Manages on-site health information requests and inquiries for patient health information when received by the patient or authorized individual.  This station is temporarily closed due to Covid-19.
• Verifies the patient identity and confirms the authorization is valid and complete
• 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.
• May require coordinating the release of Imaging CD’s with Imaging Reports for patient requests.
• 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.
• Opens mail, stamps date received and confirms medical record number.
• Retrieves medical records as necessary from off-site vendor.

• 1-3 years’ experience in a medical office environment.
• Computer, data entry and experience in working with a high degree of detail.
• High school graduate with some college or healthcare experience.
• 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, sometimes stressful environment.
• 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.

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 groups as protected by law.