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Work Shift

Day (United States of America)

Job Summary:

Provides support for daily operations of the medical record deficiency tracking, chart completion functions, discharged not final billed (DNFB) worklist follow up, release of information (ROI) and physician and customer service for WellStar Health System. Responsibilities include working across departments and facilities in order to ensure that all medical record documentation is accurate and thorough, assisting healthcare providers for record completion and Electronic Health Record (EHR) assistance, as well as other duties as assigned. The customer liaison is responsible for deficiency reanalysis that involves review, research, analysis and correction of chart deficiencies. Works closely with patients to provide assistance and guidance on accessing their medical records, for continuity of care and to be engaged with their healthcare decisions. Performs the medical record suspension process based on the individual facilities established procedures. Identifies opportunities to improve process and the utilization of the EHR to achieve best practice in accurate and timely medical record documentation.

Core Responsibilities and Essential Functions:

Provider Suspension * Communicates notices in writing to the providers regarding their incomplete and delinquent records in accordance with medical staff medical record policy. * Verifies the records eligible for suspension are accurate and available in the providers Epic In Basket. If any issues are identified, research and correct. If unable to correct, work with WellStar Connect to review and resolve. * Enforces the suspension process and notify surgical services, all patient care areas, medical staff leadership and administration on the providers who are placed on suspension and their subsequent reinstatement when records are completed. * Updates and maintains the suspension tracking log when a provider has been suspended and reinstated. Report the suspensions to quality improvement (QI) department and medical staff leadership. Provider Chart Completion * Accesses, reviews, researches and completes the assignments in the Epic workqueue lists to include declined deficiencies, missing documentation, done deficiencies, final analysis, etc. * Researches declined deficiencies to determine which provider the deficiency needs to be validated and if necessary, reassigned to a different provider. This requires significant analytical and problem solving skills. * Verbal orders are routed to the nursing pool for review. If they are unable to determine the provider, it is routed to the HIM department for further research and provider assignment. If the order was declined because it needs to be revised, it is reported to the Chart Correction team. * Cosign orders are declined by nurse practitioners, physician assistants, midwives, etc. They need to be researched to determine the correct provider for reassignment. If the order was declined because it needs to be revised, it is reported to the Chart Correction team. * Note-based deficiencies [history and physicals (H&P), discharge summaries (DC summary), operative notes, progress notes, etc.] are reviewed to determine if the deficiency needs to be reassigned to another provider, sent back to original provider or locate the documentation in other visits. * Reviews the final analysis workqueue list as the last step in the chart completion process. Reviews chart for accuracy and completeness according to the medical staff medical record policy. If any required elements (i.e. H&P, DC Summary, etc.) are missing, a deficiency is assigned. If the chart is complete, the account status is changed from open to closed and finalized. * Reviews done deficiencies to ensure the provider completed the deficiency appropriately. If the deficiency is not done, it will be reassigned to the provider for completion. If the deficiency is done, complete the deficiency.. DNFB Support * Accesses the HIM ON HOLD MISSING DOCUMENTATION (NON PHY) and MISSING PHYSICIAN DOCUMENTATION in the account workqueue list in Epic to research, validate, follow up and route back to coding when completed. * Researches each account to determine if the documentation is missing or is in the incorrect location in Epic. * Validates that the deficiencies are assigned to the correct provider if the account is missing documentation needed for coding. * Follows up with the providers on each account by phone, fax or email. Documents the action taken in the accounts note section. * Routes account back to coding when the missing documentation has been completed. * Provides training and ongoing education to the physicians on how to properly complete their deficiencies, to include responding to coding queries and how to include clarifying documentation in the medical record. Internal and External Customer Service * Answer phone calls, take messages and route to appropriate departments as needed. * Maintains strict confidentiality of work related information and materials. * Acts as a liaison with customers (i.e. patients, physicians, team members, regulatory agencies, administration, etc.) in regards to any HIM related process while working on site at the facility. * Demonstrates self-direction and flexibility in performance of position responsibilities. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• High School Diploma General or GED General

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 2 years work related experience in a hospital or healthcare system Required

Required Minimum Skills:

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