Customer Service Operator/Health Information

Ironwood Cancer & Research Centers has beautiful state-of-the-art integrated Cancer and Women's Centers, with locations strategically located throughout the Valley. Each one provides a superior cancer care environment with a full spectrum of cancer related services for patients. Our multi-disciplinary team approach includes surgical oncology, medical oncology, radiation oncology, women's centers, diagnostic imaging services, social service support, nutritionist, integrative services, and genetic counseling.

Mission Statement: To serve the community by providing quality, comprehensive cancer care which respects the values and needs of each individual.

Position Summary: 

Operator:

Responsible   for   appropriately   triaging   all   incoming   calls    and   tasking   to    the   correct location/department with in the EMR system. Handle all STAT calls appropriately by getting the call to the clinical staff. This position is fast paced, and staff is expected to perform in alignment with policies and procedures. Patient coordinators are responsible for ensuring patient and facility needs are communicated to the clinical staff within ICRC. Identifying critical situations, handling hospital and facility requests, routing orders as well as perform other duties and responsibilities as required.  

Essential Duties and Responsibilities:

• Provided effective communication and strong listening skills
• Be able to deescalate/handle difficult calls
• Answers multiple calls in a courteous and timely manner
• Routes calls to the appropriate person or location
• Meeting call quota and call handled expectations
• Must be able to type and work on a computer
• Never leaves post unattended except in emergencies
• Must be able to work in a fast-paced environment
• Must be able to adapt to changes within the policies and procedure
• Performs other duties requested by supervisor, administrator, or physicians  

Health Information Specialist:

Responsible for the documentation and recordkeeping of health information of patients. Follows record release policies and procedures and HIPAA rules and regulations. Responds and completes record requests in a timely manner. Enters data in an accurate and efficient manner. Performs job duties and responsibilities in compliance with company policies and procedures. Performs other duties and responsibilities as required. 

Essential Duties and Responsibilities: 

• Scans documents and enters into patient charts in an accurate and efficient manner. 
• Enters demographic and emergency contact information for patients into EMR.
• Maintains upcoming appointments; scans active charts in prior to appointment; logs in appropriate scanned chart log and into patient demographics window.
• Conducts quality checks on scanned charts; destroys and logs appropriately. 
• Monitors incoming faxes, sorts and processes accordingly, accurately and efficiently. 
• Moves documents into other folders or emails to staff members as necessary. 
• Transfers patient documents from Aria system into OncoEMR system as indicated by tasks. 
• Completes medical record requests in a timely fashion.
• Identifies deceased patients; updates accordingly, sends sympathy note.
• Imports dictations daily, corrects errors, corresponds with Providers regarding issues and faxes dictations to cc’d Providers daily.
• Tracks missing dictations and logs; notifies Physicians; updates frequently with reminders.
• Cross-trains in other job duties as time allows and as coordinated with management.
• Covers phones when necessary and/or answers back line calls and take appropriate action on calls and phone messages. 
• Monitors appropriate medical record task list daily. 
• Retrieves charts from storage as needed, and logs appropriately. 
• Responds to physician requests as needed. 
• Must be able to type and work on a computer. 
• Ability to work in a constant state of alertness and safe manner. 
• Performs other duties as requested by supervisor, administrator, or physicians. 

Minimum Qualifications

• Must be able to multitask in a fast place environment.   
• Knowledge of insurance company’s procedures and policies.  
• Proficiency in Microsoft Office, Word, Excel and Internet.   
• Ability to use office equipment, computer.  
• Knowledge of HIPAA rules & regulations preferred.  
• Excellent customer service skills.  
• Excellent verbal and writing communication skills.   
• Maintains a helpful, positive attitude that contributes to teamwork.   
• Maintains and understands the functions of the phone system.    
• Maintains and understands the functions of the transcription system. 
• Knowledge of record keeping procedures and policies. 
• Medical terminology and ability to recognize different types of patient reports.

Education and/or Experience:  

• 1-2 years’ phone experience preferred.
• A minimum of 1 year experience in medical record

We offer a competitive salary and a comprehensive benefit package including health/dental/vision insurance, life insurance, PTO, 401K, and more. We offer a caring work environment and are an E.O.E. 

Please visit our website at www.ironwoodcrc.com. "Outsmarting Cancer One Patient at a Time."