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Customer Service Representative HIM ROI - Huntley Hospital - Casual- Day Shift

Location Huntley, Illinois Business Unit Northwestern Medicine Corporate Job REQID SAV039 Job Function Customer Service Shift Day Job (1st) Apply Now

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?


The HIM Release of Information Customer Service Rep reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The HIM Release of Information Customer Service Repparticipates in a team effort to retrieve and maintain medical records on demand, safeguards and protects patients rights to privacy by ensuring that only authorized individuals have access to the patients information, and maintains consistent production and workflows for various functional areas within the HIM department at NM. This position contributes to all respective area work queues; ensures accuracy in providing customers with the highest quality customer service; and revieRews authorizations for legitimacy, authenticity, and completeness prior to releasing information to the requestor. This position is a direct representation of the Release of Information department, as well as the in-person representation of NMs Patients First Mission.


  • Interacts with NMHC physicians, clinicians, support staff, patients, and third parties to identify medical records needed for patient care, review, billing, or other valid purposes;
  • Competently accesses and utilizes all electronic health record systems necessary to process requests;
  • Maintains thorough knowledge of Illinois state statutes, HIPAA privacy rules, release of information procedures, and uses keen judgment in releasing PHI to requestors;
  • Accurately enters all requests to be logged into appropriate tracking systems timely;
  • Participates in the implementation of department-specific and performance improvement projects, and actively contributes to overall department goals;
  • Maintains a productive and quality daily workflow based on annual goal/performance plan, appropriately prioritizes requests, and recognizes potential barriers affecting productivity;
  • Escalates potential barriers related to work activity to Operations Coordinators with critically thought-out solutions prepared in advance;
  • Responds to release of information requestors in a prompt, conscientious, respectful, and professional manner;
  • Consistently monitors all assigned communication methods daily (i.e.: emails, voicemails, Skype, and MS teams meetings);
  • Completes all other duties as assigned




  • Minimum 2 years of experience with release of information within HIM, or 4 years of experience in a healthcare customer service role
  • Competent use of all Microsoft Office applications
  • Strong customer service skills
  • Detail-oriented, able to multi-task in a fast-paced environment, and has excellent oral and written communication skills


  • RHIA/RHIT credentialed
  • Previous experience with Epic

Equal Opportunity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
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