ROI Customer Advocate

Location US-MA-Boston
Job Posted Date 4 weeks ago(1/23/2018 7:55 AM)
Job ID
Health Info Svs/Med Records
full time


Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

  • This position is responsible for performing a variety of clerical duties and processing requests for disability and the release of health information.
  • Communicating and interacting with customers who request Protected Health Information (PHI) documentation, ensuring requests are responded to appropriately and timely. As needed, provides instruction to requestors related to procedures for obtaining medical record information and patient authorization requirements.
  • Periodically is assigned special projects and related duties and may be required to assist in other areas of department as determined by manager


  • Customer Service
    • Follows up with requestors regarding delay 
    • Educates requestors on procedures for obtaining medical record information
    • Responds to telephone inquiries from patients, attorneys, insurance companies, and DFCI clinical and professional staff regarding Release of Protected of Health Information
  • Authorization Screening 
    • Reviews authorization for completeness. Follows up as necessary
    • Returns requests for insufficient information to clinics or patient or requestor
    • Processes emergency fax/email requests as required
  • Processes Requests
    • Releases health information by facsimile in emergency situations after verification according to procedure
    • Retrieves medical records as necessary from off site vendor
    • Opens mail, stamps date received and confirms medical record number
    • Screens health records for any confidential and sensitive information that is not covered under a general authorization. (Records containing confidential or sensitive can only be released with an authorization specifically stating the type of information that is being released)
    • Operates computerized tracking system to enter/edit and/or access information. Utilizes electronic health record to print computerized PHI 
    • Meets productivity standards established by manager
    • Provides manager with daily statistics to ensure that staffing levels reflect workload requirements 
    • Requests CD's from Imaging


  • One year experience in a health related field 
  • Computer, data entry and experience with working with a high degree of detail
  • High school education
  • Experience using medical information systems
  • Communicates a thorough knowledge of the confidentiality and privacy laws established by Federal and State guidelines and adhere to DFCI and departmental policies
  • Demonstrates strong interpersonal skills to include excellent oral communication skills along with the delivery of exemplary customer service
  • Ability to work in a fast pace environment. Under this type of pressure, must determine pertinent health information needed for the care of the patient
  • Must be detailed oriented
  • Must have ability to multi-task and adapt to changes quickly 
  • Must have the ability to work both independently and as part of a team 
  • Must be self-motivated, proactive in communicating progress and issues, able to manage time effectively to meet deadlines and prioritize workload. Ability to act professionally to ensure that PHI is kept confidential. 

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.


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