Patient Portal Rep Lead

Major Responsibilities:

• Coordinates, monitors and assists with daily work activities of team members to lead a cohesive team and meet established key performance indicators.
• Gathers information and identifies opportunities to improve accuracy and practices. Drives change to revise workflows to improve efficiency and over all effectiveness. Participates in quality improvement groups, myChart Support monthly meetings and multi-department meetings as needed.
• Creates and updates detailed process documentation for departmental manual.
• Participates in strategic planning process for areas of responsibility. Ensures effective execution of plans, initiatives, and services to meet established targets/goals.
• Provides leadership with accurate statistical information and key performance metrics on at least a monthly basis. This includes volumes, cost, accuracy, efficiency and turnaround times at a minimum.
• Assists Site Privacy Officer and maintains up-to-date knowledge of the HIPAA and state privacy laws. Facilitates and coordinates investigations within the assigned entity/business line, is the expert resource, and educator for HIPAA and state privacy laws. Provides timely guidance and support to assist and ensure compliance with applicable privacy regulations.
• Responds to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints.
• Verifies time entry and productivity calculations to evaluate work performance.
• Receives and identifies requests for patient portal proxy access. Reviews and verifies accuracy of proxy signatures. Ensures all proxy authorizations are in compliance with the request, authorization, policies, and State and Federal/HIPAA regulations and guidelines. Scans/files all proxy paperwork to the appropriate location of the health information record.
• Acts as resource, assists teams and is able to perform more complex issues/problem solving and resolution, and may assist in providing necessary employee training. Coordinates quality review activities with site quality improvement coordinators ensuring all quality reviews are being conducted timely and accurately.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Associate's Degree in Health Information Management or related field.

Experience Required:

• Typically requires 3 years of experience in customer service, release of information, or health information records within a healthcare environment.

Knowledge, Skills & Abilities Required:

• Excellent customer service and follow up skills. Ability to speak with customers to resolve customer issues, along with research and document the call on a computer.
• Proven skills in leadership, team building, system integration and conversion, quality improvement techniques and excellent customer service.
• Highly skilled with computers, including the use of Microsoft office or similar products, electronic mail and electronic medical record systems. Navigates between multiple systems and computer screens.
• Strong multi-tasking, organizational, and time management skills. Adapts well to change. Ability to prioritize workload, and work under pressure in a fast-paced environment with time constraints.
• Ability to handle all escalated calls and resolve issues before they become escalated complaints.
• Ability to represent Advocate Aurora Health and the company values to patients.
• Demonstrated ability to work well independently and as a team.

Physical Requirements and Working Conditions:

• Exposed to normal office environment.
• Must be able to sit the majority of the workday. Must be able to reach above head, bend, and stoop.
• Must be able to lift and carry up to 20 lbs. frequently and up to 50 lbs. occasionally.
• Must be able to perform repetitive motions using hands, wrists and /or fingers.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.