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ROI Specialist / HIM ROI

Requisition ID:


Business Unit:

Hartford HealthCare Corp.


Newington, CT

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Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: ROI front desk coverage at backus

Work where every moment matters.

Every day, almost 35,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.




Processes requests for medical record and itemized bill copies in a timely and efficient manner, ensuring accuracy and providing the highest quality customer service. 


Safeguards and protects the patient’s right to privacy by validating written authorizations ensuring that only authorized individuals obtain medical records and other protected health information (PHI) with proper authorization, as outline by Health Information Management Department policies, HIPAA, Federal and State Statutes. Enters all requests properly in Epic to ensure timely processing and tracking.




  1. Processing Requests – Receives, sorts, opens and reviews all documented requests; To ensure HIPAA compliance, logs all cases in Epic’s Release of Information (ROI) tracking module, determines appropriateness of all requests then process same within 2-5 days.


Demonstrates adherence to established policies and procedures related to ROI. Maintain less than 10 requests on the 30 day report. 


Demonstrates the ability to interpret and adhere to established policies and procedures related to HIPAA and adheres to all applicable HIM Departmental policies. 

  1. Quality Assurance - Performs self-quality checks on work to assure accuracy of the release, confidentiality, proper tracking in ROI database and appropriate invoicing.
  2. Customer Service - Communicates (Educates, updates, responds to inquiries) with internal/external customers (patients, attorneys, law enforcement, auditors, insurance company representatives and other members of the Hartford Healthcare team) effectively and efficiently in a professional and courteous manner regarding requests, as needed, providing high quality customer service via phone/fax/mail or in-person. Properly respond to departmental emails and voicemails in a timely manner. Responsible for answering incoming calls, directing calls to appropriate associates, mail distribution, assist and answer walk-in visitors inquiries & requisition of supplies.
  3. Education - Actively participate in educational sessions regarding HIPAA or other regulatory requirements and other Release of Information training programs/initiatives.
  4. Performs other duties that relate to the daily functioning of the ROI unit.




Job Title of Individual(s) Reports To: 

Mgr Disclosure Mgmt for ROI (HH)


Supervisor HIM (HOCC/MSMC)


# Workers Responsible For   # Direct Reports  0 # In-Direct Reports 0



Nature of Supervision: Individual contributor, N/A






Minimum Requirements


  • High School Diploma or Equivalent required



  • Previous experience in a medical office or HIM department
  • 2-3 years’ Clerical experience in a Health Care setting.
  • Knowledge of release of information regulations, both Federal and State.
  • Good communication skills, both written and verbal.

Licensure, Certification, Registration

  • None


Language Skills

  • Must be able to speak, read and write English. Second language abilities a plus.



Preferred Requirements


  • High School Diploma or Equivalent required



  • 2-3 years’ experience in Health Information Management field.
  • Medical Terminology coursework required.
  • Knowledge of release of information regulations, both Federal and State
  • Good communication skills, both written and verbal.

Licensure, Certification, Registration

  • None


Language Skills

  • Must be able to speak, read and write English. Second language abilities a plus.


Knowledge, Skills and Ability Requirements:


  • Knowledge of release of information regulations, both federal and State.
  • Computer literate and possess experience with Microsoft Office Suite, Email and other Software.
  • Excellent communication skills, both verbal and written.
  • Strong customer skills.
  • Problem solving and critical thinking skills.
  • Must be a team player.
  • Consistently demonstrate tact and diplomacy.



Core Competencies & Unit Focus Areas


Core Competencies                                  Unit Focus Areas

H3W Leadership Behaviors-Model high performance –desired behaviors that drive desired results. Be in the moment. Be authentic and humanistic. Volunteer discretionary effort constantly. Be curious vs judgmental, look in the mirror – be accountable and have courageous conversations.

Unit/Function Expertise-Knowledge of Release of Information Regulations and requirements from Federal, State, HIPAA and Joint Commission. General knowledge of core functions within the HIM Department.

Business Acumen-Understand operational statistics to best measure ROI effectiveness. Understanding of the electronic health record and how to process requests in Epic.

Communication-Strong people skills; exceptional verbal and written communication skill; ability to translate technical information into terminology understood at all level of users.

Critical Thinking and Evaluation-Ability to think ‘out of the box’ and problem solve by using critical thinking skills.

Execution and Results Orientation-Staff will maintain daily statistics, which will be displayed on ROI huddle board. Statistics will be shared during Sr. leadership monthly meeting. Ability to consistently follow strict guidelines to release PHI.

Organizational Effectiveness-Change management is key in ROI processing. Develop ways to implement and maintain flexibility to meet operational needs by assisting all HHC HIM Department. Demonstrates ability to prioritize assignments, meet deadlines and handle simultaneous projects.

Relationship Management-Maintain a strong relationship with internal & external customers and leadership team.


We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.


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