Teams at Advocate Aurora Health

Processes medical-record release requests, verifies authorizations, protects patient privacy, and ensures compliance with HIPAA and applicable regulations. Uses OnBase and Epic to track requests, scan documentation, identify relevant records, and securely deliver information in requested formats. Provides customer service, explains request procedures, performs clerical duties, and maintains accuracy, confidentiality, productivity, and quality standards.

Processes and validates medical-record release requests, ensuring authorizations comply with HIPAA, legal requirements, and organizational policies. Safeguards patient privacy, identifies appropriate records, reviews scanned documentation, and releases information through approved electronic formats and portals. Uses OnBase and EPIC to track requests and scan authorizations. Provides customer service, performs clerical duties, and maintains accuracy, confidentiality, productivity, and quality standards.

Monitors contact center queues, staffing levels, service metrics, and workforce coverage. Analyzes call volumes, performance trends, schedules, and budgets; prepares reports and recommends operational improvements. Investigates issues, documents workflows and policy changes, supports process improvement projects, develops job aids, and trains teammates on operational systems. The role also coordinates with workforce analysts and contact center leadership to adjust staffing in real time.