Support Associate I (NHRMC Only)

at  Novant Health

Overview:

• Process: Maintains up-to-date knowledge of internal policies, State/Federal laws/regulations that govern the disclosure of protected health information. Primarily performs all technical functions related to the release of information process as well as low complexity release types. Entering/logging a request into computer systems appropriately to avoid or eliminate duplicate entry. Performs release status follow-up by responding to all status requests via fax, mail or telephone. Determines appropriate output method for each release such as electronic or paper transmittal and performs all production of record output for release). Reviews all returned mail to obtain accurate postal information and processes all incoming mail. Performs billing and invoicing for all release types according to state statutes and/or HIPAA/OCR guidelines. Processes all pre-payment requests once payment is received. Handles all requests for information not received previously. Performs write-offs, adjustments, and refunds as needed with appropriate approval. Communicates with patient financial services to follow-up on any payment concerns or issues. Ensures release of information requests are processed in compliance with all governing policies/laws/regulations. Notates appropriate information on release coversheets. Organizes and prepares charts for release. Fulfills/processes low complexity emergency requests according to departmental guidelines. Facilitates the production of Accounting of Disclosure requests/Requests for Record Amendments pertinent to HIPAA/Novant Health Privacy Policies.
• Communication: Communicates with requestors of all types regarding the record request process. Daily communications with fellow team members, external attorneys, patients, families and payors, as well as other Novant Health departments across the system. Communicates as needed to manage/fulfill requests by answering all inbound calls and perform outbound calls as needed. Escalates inbound calls to leadership as needed for patient and customer satisfaction.
• Data Integrity: Validates incoming record requests according to Novant Health/Federal/State policies, procedures, and regulations. Prevents breaches of PHI by validating page counts and correct patient data is included in the chart released for output. Ensures record output/destination is compliant and accurate.
• Customer Satisfaction: Performs job functions adhering to Novant Health customer service standards. Focus on innovation, service excellence, and teamwork to provide the highest quality service to all patients, families, team members, and any other customer.

Qualifications:

• Education: High School Graduate required. Preference will be given to the candidate with a two to four-year degree in a health related field. Must posses basic clerical training, which includes computer skills, basic filing skills (including terminal digit filing), and fundamental knowledge of office procedures. Basic knowledge of medical record content and sequence. Knowledge of medical terminology preferred.
• Experience: 2 years of clerical experience preferred
• Licensure / Certifications: Valid NC driver’s license. Must be insurable and bondable, if requested. Driving record will be verified. Must attend initial Defensive Driving Class offered by the Medical Center and maintain Defensive Driving Certification via examination annually thereafter.

Demonstrates standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and principles of service excellence. Performs other duties as assigned. Individual will possess commensurate combination of education, experience and qualifications.
Responsibilities:

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

• Our team members are part of an environment that fosters team work, team member engagement and community involvement.
• The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
• All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of “First Do No Harm”.

Please refer the Job description for details