With over 50 years in business, OCR is the premier provider of orthopedic care in Colorado, Wyoming, and Nebraska. We are dedicated to providing the highest quality, state-of-the-art, comprehensive orthopedic care through a dynamic network of best-in-class orthopedic specialists based on each patient’s unique, individual needs. Our organization continues to grow and we are looking for individuals who share our mission!

The Operator/ROI (Release of Information) Specialist works under general supervision to operate the central communications center so that all telephone calls and paging are processed promptly. This position serves as the first line in customer services and public relations. The Operator/ROI Specialist also releases patient information from medical records, performs all functions in accordance with OCR clinic policies and procedures, HIPAA, and State and Federal Regulations.  

Essential Duties and Responsibilities

• Opens or closes the switchboard at the proper times.
• Answers all incoming telephone calls and directs callers to appropriate extensions.
• Takes messages from the night exchange and forwards them to appropriate persons within OCR.
• Pages OCR personnel as appropriate, including emergency code/fire/medical announcements.
• Takes messages for certain personnel unavailable or unreachable; ensures that messages are delivered accurately and on a timely basis.
• Receives emergency calls; locates physicians and/or staff as appropriate.
• Familiarizes themselves with general functions of each department so that calls can be processed efficiently.
• Reports malfunctions of the switchboard to supervisor.
• Handles incoming correspondence (including electronic faxes) and sorts mail.
• Processes written, electronic, and telephone requests for release of medical records or medical information to internal and external requestors. Validates the authority to release information to external parties such as law enforcement and attorneys. Ensures that each release is in compliance with policies, procedures, and all regulations. Releases reports via auto fax, fax, or photocopy. 
• Processes “walk-in” requests for copies of medical records from patients, attorneys, police, or other third parties. 
• Enters all correspondence requests into the correspondence management system(s). Maintains current chart management of all correspondence. 
• Processes release of information and sends record requests to Medicopy and OCR billing department for patient billing, financial requests, and audits. 
• Other duties as assigned.

• High School Diploma or equivalent.
• One year telephone switchboard experience with high call volume preferred.
• Knowledge of customer service principles and techniques.

Physical Requirements

• The work environment is the typical office environment. The employee must be able to complete their work satisfactorily in an environment where there are significant distractions, including staff, patients, and vendors walking through and conversing, telephones ringing, conversations carrying over, loud noises, and interruptions to answer questions from others.
• While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls up to 8 hours per day. The employee frequently is required to talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms, and stoop, kneel, crouch, or crawl.
• The employee may occasionally lift and/or move up to 20 pounds and should do so in a sound and safe manner. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Benefits

• Medical, Dental, & Vision coverage
• Life and AD&D Insurance
• Short- and Long-term disability coverage
• Retirement savings and profit sharing plan participation
• Employee Assistance Program
• Paid Holidays & Paid Time Off
• Company-sponsored events
• Annual merit increases

**Benefit eligibility is dependent on employment status, and a waiting period may apply

Orthopaedic & Spine Center of the Rockies (OCR) is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. OCR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual experience and qualifications, without regard to a person's race, color, age, sex, gender identity, gender expression, marital status, sexual orientation, religion, creed, national origin, the presence of any physical or mental disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran, or any other protected status.