Role Overview & Responsibilities

Position Summary

This position is responsible for the accurate collection, scanning, indexing, and maintenance of medical, dental, and behavioral health records within the Electronic Medical Record (EMR) system. The role supports patient scheduling, documentation management, and customer service to ensure compliance, data integrity, and high‐quality patient care.

Scope and Impact

This role directly supports multiple departments—including Medical, Dental, Behavioral Health, and administrative units—by ensuring the accuracy and accessibility of electronic health records. The position impacts patient care continuity, regulatory compliance (including HIPAA), and clinic workflow efficiency. No budget responsibilities or direct reports.

Decision Making Authority

Works independently to identify errors in scanning, indexing, documentation, and PHI disclosures and takes appropriate corrective action. Follows established policies and procedures but exercises judgment when addressing documentation discrepancies, resolving patient concerns, and escalating issues to HIM leadership as needed.

Interactions / Working Relationships

Internal: Collaborates daily with HIM staff, clinical providers, front desk personnel, registration, MAP, Health Education, Behavioral Health, Psychiatry, Physical Therapy, Dental, and administrative departments.

External: Communicates with patients to resolve no‐show barriers, obtain records, assist with appointment scheduling, and ensure documentation follow-up. Contacts external providers or agencies to request or fulfill records.

Frequency: Daily interaction with internal teams and patients; routine interaction with external entities.

Essential Duties and Responsibilities

1. Scan, prepare, and index medical, dental, and behavioral health records into the EMR with accuracy, completeness, and legibility (30%).
2. Review and audit documents for accuracy, formatting, and quality assurance; correct errors and report discrepancies to HIM leadership (15%).
3. Maintain paper and electronic records in accordance with retention policies, grantor requirements, and HIPAA regulations (10%).
4. Process internal and external requests for medical, dental, and behavioral health records and fulfill authorized PHI disclosures (10%).
5. Perform patient outreach, including outgoing calls to address no-show barriers, appointment rescheduling, and documentation needs (10%).
6. Provide administrative support such as routing mail, emails, and faxes; assisting with documentation notifications; and completing clerical duties (10%).
7. Deliver exceptional customer service, resolving patient concerns and escalating issues when needed (10%).
8. Support multi-department clinical operations, assisting with EHR data entry, quality checks, and workflow needs (5%).

Supervisory or Leadership Responsibilities

This position does not supervise others.

Qualifications

Minimum Qualifications (Required)

• Education: High school diploma or GED.
• Licenses/Certifications: None required.
• Experience: Experience in a healthcare setting required. One year of medical records, health information management, or clerical office experience preferred.

Preferred Qualifications

• Training or coursework in health information management or medical office administration.
• Additional years of medical records or EMR experience.
• Bilingual proficiency (Spanish required; additional languages a plus).
• Experience working with diverse patient populations and multiple specialty clinics.

Knowledge, Skills, and Abilities (KSAs)

• Strong attention to detail and organizational skills.
• Excellent communication, customer service, and interpersonal skills.
• Ability to problem-solve, analyze information, and follow instructions.
• Ability to work independently while maintaining accuracy.
• Competency in handling PHI with confidentiality and integrity.
• Ability to de-escalate challenging situations professionally.

Language Skills

• Fluent in English and Spanish (required).
• Ability to read, interpret, and communicate using written and verbal instructions, memos, and correspondence.

Technology and Tools

• Electronic Health Record (EHR) systems
• Document scanning equipment
• Microsoft Outlook and Word
• Internet-based tools and basic office technology
• Ability to learn new EMR/clinical systems

Work Environment and Physical Demands

Setting: Medical and dental clinic environment with direct patient contact.

Physical Demands:

Bending, stooping, twisting, turning, walking, climbing step stools, standing and sitting for extended periods; ability to lift and maneuver up to 25 pounds.

Travel: Minimal; may vary by site needs.

Disclaimer Clause

This job description is not intended to be all-inclusive. Team members may perform other related duties as assigned to meet the ongoing needs of the organization. Methodist Healthcare Ministries reserves the right to revise or change job duties and responsibilities as the need arises.

2. Equal Employment Opportunity (EEO) Statement

Methodist Healthcare Ministries is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, or genetic information.

3. At-Will Employment Statement

Employment with Methodist Healthcare Ministries is at-will and may be terminated by either the employee or the organization at any time, with or without cause or notice. Nothing in this job description constitutes a contract of employment or a guarantee of continued employment.

4. Americans with Disabilities Act (ADA) Statement

Methodist Healthcare Ministries is committed to complying with the Americans with Disabilities Act (ADA) and ensuring equal opportunity in employment for qualified individuals with disabilities. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform the essential functions of this job. Requests for accommodation will be reviewed on a case-by-case basis in accordance with applicable law.

Employee Acknowledgement

I acknowledge that I have read and received a copy of this job description and understand this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.