ROI / Customer Service Specialist

Job Summary

The Customer Service Representative (CSR) in the Medical Release of Information Department is responsible for providing exceptional service to patients, healthcare providers, attorneys, insurance companies, and other requestors seeking access to medical records. The CSR ensures compliance with HIPAA regulations, internal policies, and federal and state laws related to the release of protected health information (PHI).

Location: 3000 2nd Avenue South Birmingham, AL 35233

Hours:

Monday - Friday 8:00am - 4:30pm

Pay: 16.25 per hour

Key Responsibilities

• Respond promptly and professionally to incoming calls, emails, and in-person inquiries related to medical records requests.

• Assist requestors in understanding the release of information process, required forms, fees, and timelines.

• Verify the validity and completeness of authorization forms in accordance with HIPAA and state regulations.

• Accurately log, track, and update requests using the department’s release of information tracking system.

• Coordinate with ROI staff to ensure timely and accurate fulfillment of requests.

• Maintain a high level of confidentiality and security when handling protected health information (PHI).

• Troubleshoot and resolve basic issues related to request status, documentation, and general inquiries.

• Provide support in prioritizing urgent or stat requests (e.g., for ongoing care or legal deadlines).

• Escalate complex or sensitive issues to appropriate personnel, such as the ROI Supervisor or Compliance Officer.

• Stay current on laws and regulations impacting health information and release of information practices.

Education:

• High school diploma or equivalent required.

• Associate’s degree in Health Information Technology, Healthcare Administration, or related field preferred.

Experience:

• 1–2 years of experience in a healthcare, customer service, or medical records environment.

• Prior experience with HIPAA and release of information processes..

Skills and Competencies:

• Strong Customer Service and interpersonal , communication skills (verbal and written).

• Ability to maintain professionalism and patience when dealing with sensitive and confidential matters.

• Attention to detail and strong organizational skills.

• Ability to manage multiple tasks and work in a fast-paced environment.

• Familiarity with ROI software (e.g., MRO , ChartSwap, ReleasePoint) is a plus.

Category: Operations Group

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0090390