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Job Description Summary:

Job Description:

The Continuum of Care Technician is responsible for processing continuation of care requests from various external sources (e.g. physician offices emergency departments) via in-bound phone calls facsimile requests incoming and interdepartmental mail and email. Ensures that all request for patient health information is processed and faxed electronically to requestor through the EMR in compliance with HIPAA standards. Support continuity of care efforts by providing accurate and timely medical records to primary care providers (PCPs) and other physician office and emergency department personnel. Research and conduct records retrieval activities from multiple systems maintaining privacy and confidentiality of patients protected health information (PHI). Scan all continuation of care requests into EMR to ensure proper tracking and reporting of accounting of disclosures. Appropriately release the minimum necessary in processing continuum of care requests within the timeframe established in the department policies and procedures. Maintains compliance with UofL Health Compliance standards including state and federal laws. Actively participates in department and hospital performance initiatives when needed to ensure UofL success.

Additional Job Description:

Responsibilities

• Exercises good telephone etiquette and ability to prioritize tasks.
• Escalate issues to the HIM Operations Supervisor for prompt resolution.

• eFax medical record requests to patients and providers to facilitate continuity of patient care.

• Maintain accurate record of all phone calls and faxes by documenting information requested.
• Comply with HIM department policy and procedures including hospital rules and regulations.
• Establish good working relationship with internal and external customers by developing and maintaining positive working relationship with physicians and other departments.
• Process and fax continuity of care record requests from physician offices and emergency departments after hours in a timely manner.
• Maintain privacy and confidentiality of patient protected health information when handling medical records during phone calls and faxes.

• Respond to incoming phone calls from medical and support personnel requesting patient records for continuity of patient care.
• Make appropriate follow-up calls to determine faxed records were received at the proper location.

• Perform other duties as assigned.

Qualifications

Minimum Education & Experience

• High School Diploma or GED required.

• 1-2 years of hospital experience preferred.
• 1 year of HIM department experience required.

• Electronic Medical records experience required.

• Prior experience taking in-bound calls preferred.

• Knowledge of Cerner PowerChart and HIM workflow preferred.
• Knowledge of Joint Commission and HIPAA standards preferred.

Knowledge Skills & Abilities

• Ability to operate general office equipment.
• Ability to de-escalate difficult phone conversations.

• Must be dependable professional and a team player.

• Ability to multi-task and be flexible with job demands.
• Excellent organizational oral & written communication skills.

• Energetic motivated individual that connects well with people.

• Ability to work independently and demonstrate problem-solving skills.

• Ability to work in a high pressure or changing environment and exercise good judgment to resolve problems in the absence of formalized procedures and guidelines.