Health Information Operations Manager
PAS - Dallas - Irving, TX

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Provides direct managerial oversight to Incomplete Record Analysts, ROI Processors, ROI Coordinators and the Operations Lead in management of work queues, work processes, and overall work responsibilities

Responsible for operational activities relating to ROI and deficiency management; including workflow, quality control/management; and productivity

Coaches and helps develop team members; disciplines and counsels staff as necessary

Proactively manages (including corresponding communications and escalation paths) significant issues in ROI and deficiency management, status of projects, barriers and successes

Actively manages and monitors ROI and deficiency management process and performance according to productivity and quality standards defined in job descriptions and Service Level Agreements (SLA)

Prepares Facility, Division, Group, or Corporate-specific reporting requirements, including The Joint Commission quarterly delinquent record percent report

Selects, evaluates, trains, and provides leadership and direction to reporting staff

Responsible for review and improvement of processes and services

Responsible for ensuring employee work schedules sufficiently meet those requirements as established by the HSC Leadership team and through executed SLA

May be responsbile for facilitation and execution of physician notification processes regarding medical record documentation deficiency, delinquency and suspension

Facilitates problem solving and collaboration within functional area(s)

Ensures that all Federal, State, and Local laws pertaining to patient privacy are adhered to

Works closely with other members of the HSC Leadership Team in addressing issues related to accurate and timely medical record receipt and processing

Responsible for ensuring staff compliance with documented and established workflow guidelines as it relates to adding and re-assigning accounts to work queues

Assists in the development of strategy, specific goals, objectives, budgets and performance standards for the ROI and deficiency management functions

Assists in identifying and implementing process improvements to decrease costs and improve service for applicable stakeholders

Performs productivity monitoring and provides timely and consistent feedback to employees and Operations Director

Promptly reports issues or trends to the appropriate member of the HSC Leadership team, or other appropriate party

Addresses physician and other provider concerns/questions relating to medical record completion

Completes and performs performance reviews for direct reports

Coordinates work assignments

Ensures safe work practices are being followed

Coordinates training and education for Operations Lead; Incomplete Record Analysts, ROI Processors; and ROI Coordinators

Works with multi-disciplinary teams in addressing issues related in ROI and deficiency management

Practices and adheres to the "Code of Conduct" philosophy and "Mission and Value Statement"

Other duties as assigned



Must be able to manage remote staff, be extremely organized, detail oriented and have Excel skills.

Leadership - leads individuals and groups toward identified outcomes, setting high performance standards and delivering quality services

Critical thinking - actively and skillfully conceptualizing, applying, analyzing, synthesizing or evaluating information gathered from, or generated by, observation, experience, reflection, reasoning or communication as a guide to belief and action

Building and Maintaining Strategic Working Relationships - develops collaborative relationships to facilitate the accomplishment of work goals. Possesses excellent interpersonal skills in building, negotiating and maintaining crucial relationships

Building Trust - interacts with others in a way that gives them confidence in one's intentions and those of the organization

Effective Operational Decision Making - relating and comparing; securing relevant information and identifying key issues; committing to an action after developing alternative courses of action that take into consideration resources, constraints, and organizational values

Adaptability - maintaining effectiveness when experiencing major changes in work tasks or the work environment; able to adapt to change in environment and/or circumstances with a positive outlook; and adjusting effectively to work within new work structures, processes, requirements, or cultures

Initiative - independently takes prompt proactive steps towards problem resolution

Managing conflict - dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people

Energy - consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operates with vigor, effectiveness, and determination over extended periods of time

Stress tolerance - maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and the organization

Organization - proactively prioritizes initiatives, effectively manages resources and keen ability to multi-task

Communication - communicates clearly, proactively and concisely with all key stakeholders

Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations

Work Independently - is self-supporting; not needing to rely on others to complete a job

Facilitation - ability to facilitate small to large groups of people at various organizational levels for purposes of planning, problem solving, or strategy development

PC skills - demonstrates proficiency in Microsoft Office applications and others as required

Technical Skills - thorough knowledge of federal and state release of health information regulations and medical record keeping requirements

Policies & Procedures - articulates knowledge and understanding of organizational policies, procedures and systems

Project Management - assesses work activities and allocates resources appropriately

Coach, Mentor and Educate - provides timely guidance and feedback to help strengthen the knowledge/skill set of others to accomplish a task or solve a problem

Work Independently - is self-supporting; not needing to rely on others to complete a job


Associates degree required

Undergraduate degree preferred


Minimum of 5 years healthcare management/leadership experience required

Must be able to manage remote staff

Must be familiar with Excel

Must posses excellent organizational skills and be very detail oriented

Consulting or proven work experience in areas of process transformation, process reengineering, shared services, change management and project management a plus


  • RHIA or RHIT required