Document Imaging Specialist Ii, Remote

Document Imaging Specialist II, Remote

About Us
As a not-for-profit organization, Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Overview

Reporting directly to the Senior Manager of Health Information Management and under the general guidance of the Team Lead of Record Management, the Document Imaging Specialist 2 (DIS 2) is part of a team responsible for ensuring the timely and accurate processing of documents to be included in the legal health record in support of the clinical operations of our hospitals and practices.

The role works collaboratively with the organization’s scanning vendor (Solarity), clinicians and practice support staff, and other members of the HIM team to resolve issues that arise in the document import process. They resolve issues that are routed from the scanning vendor, manage ServiceNow tickets that are submitted from end users, and provide “Tier 1” customer service support for emails and calls to the unit.

The Document Imaging Specialist 2 performs quality analysis (QA) of the document classification of received records to ensure accuracy and provides feedback to management. The role is responsible for correcting errors made by end users when scanning/importing documents into the medical record and monitoring any interface errors between the scanning applications. They perform 100% quality assurance on all Advanced Care Planning and medicolegal documents received across Mass General Brigham.

The Document Imaging Specialist 2 works with the unit’s Team Leads, Operations Coordinator, and management to investigate and analyze chronic concerns to help formulate recommendations for future process/technology improvements.

Principle Responsibilities and Duties:

• Collaborates with Operations Coordinator, Team Lead, and Manager in identifying systemic deficiencies or issues. Participates in process improvement efforts to enhance systems or streamline operations. Attends required training to keep up to date with the latest information systems and imaging functionality.
• Responds and resolves ServiceNow (IS help desk) tickets submitted to the scanning unit. Provides customer support, monitoring the unit’s mailbox and responding appropriately to any support emails/calls received from the organization. This includes issue resolution, appropriate communication to the requestor, and applicable re-education on scanning workflows.
• Performs related duties as assigned by manager, team lead, and/or coordinator.
• Provides direction and issue resolution to the Mass General Brigham Scanning vendor (Solarity) regarding questions of patient identity, appropriate visit selection, document classification, MRN/CSN conflicts, or other items that would impede them from processing work in a timely manner.
• Performs manual rescans of documents that cannot be processed within the Solarity application due to end-user error. Communicate patterns to management to help with end-user retraining, as needed.
• Monitors the work queue of interface errors between the Hyland Onbase/Epic applications and manually corrects any documents that were not successfully made available in Epic in a timely and appropriate manner.
• Performs Quality Assurance within the patient health record on all Advance Care Planning and Legal documents to identify and correct invalid, misfiled, or duplicate documents. The Document Imaging Specialist ensures that these documents are clearly defined for the clinicians to use when making medicolegal decisions.
• Reviews and corrects document classification errors identified and submitted by Mass General Brigham end users via Epic, ServiceNow, or other communication methods, as appropriate per Mass General Brigham policies and procedures.

• Uses the Mass General Brigham’s values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

Qualifications

• 2+ years experience in customer service/help desk or the administrative/business/clinical area of healthcare
• Associate’s degree or High School diploma with equivalent work experience in a similar role.
• Strong Microsoft Office skills required, especially Excel.
• Knowledge of the following applications strongly preferred: Epic, Hyland Onbase, Solarity, and/or Microsoft Teams.
• Knowledge of medical terminology through work experience or education is required.

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.