• ROI Coordinator

    Job Location(s) US-FL-Jacksonville
    Requisition #
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.


    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


    Provides a leadership role for the release of information workflow and day-to-day productivity of the Release of Information Specialists.  Coordinates, organizes and monitors daily activities at customer facilities and Iron Mountain Record Centers, including but not limited to, receipt and processing of incoming requests, turnaround times, productivity, and problem resolution.  Ensures adherence to contracted Service Level Agreements with the customer.  Routinely performs release of information functions on a daily basis as determined by work volume and staffing levels.  Performs quality assessments of work performed by Release of Information Specialists to ensure that tasks are completed with the highest degree of accuracy and quality and that customers are serviced in an efficient, effective and professional manner.  Ensures the privacy of the patient by safeguarding and protecting protected health information in the performance of duties.  Adheres to Customer policy and Iron Mountain policy, as well as state and federal regulatory guidelines surrounding the release of protected health information.  Assists the Manager for Release of Information as needed, with policy and procedure administration, training of new hires, performance evaluation, and development/maintenance of productivity measures and staffing models.  Periodically, attends meetings and/or training to keep abreast of industry and regulatory changes effecting release of information functions.

    • Coordinate the day-to-day release of information workflow and provide leadership and support to the Release of Information Associates on-site at customer facilities and at Iron Mountain Record Centers. 
    • Assist with day to day clerical functions as necessary and process all requests for release of information by locating and retrieving the corresponding protected health information in a timely and efficient manner and as prescribed by Iron Mountain policies and procedures. 
    • Ensure that patient privacy is safeguarded and protected and that work is performed in accordance with HIPAA guidelines and Iron Mountain policy. 
    • Ensure the validity/completeness of requests for protected health information in accordance with established policies and procedures. 
    • Ensure that work is performed in accordance with federal and state regulations. 
    • Monitor and track productivity on a daily basis.  Provide productivity metrics to the Manager for Release of Information weekly. 
    • Perform periodic quality assessments of the work performed by Release of Information Associates in conjunction with the Manager for Release of Information. 
    • Perform other duties as assigned.


    • Demonstrated ability to maintain a high level of confidentiality regarding patient information.  Knowledge of HIPAA required.      
    • High comfort level with computer programs and software.  Proficiency with data entry functions. 
    • Strong organizational and interpersonal skills; attention to detail and the ability to multitask.   
    • Solid oral and written communication skills. 
    • Coordinate procedural changes, workload and staffing adjustments, etc. in conjunction with the Manager for Release of Information. 
    • Interface and coordinate with other staff members relative to operational procedures for new account set-up, customer service, and collection of revenues. 
    • Process work orders, service requests, and customer related reports in a timely and accurate manner. 
    • Oversee computer systems utilization (varied hospital and Iron Mountain software) and compliance with established procedures.   
    • Facilitate resolution to issues related to equipment and supplies utilized by the Release of Information Associates. 
    • Participate in the interview process for new hires and training activities as defined by the Manager for Release of Information. 
    • Participate in the performance evaluation process for Release of Information Associates.    
    • Must be able to interpret Iron Mountain Release of Information Guidelines for validation of all ROI requests received. 
    • Must be able to identify problem ROI requests and escalate to supervisor/manager for direction. 
    • Must be able to identify workflow related issues and implement corrective actions. 
    • Must be able to identify issues impacting ability to perform duties as assigned. 
    • Failure to perform duties in accordance with Iron Mountain policies and procedures may result in violation of Federal (HIPAA) and State regulations pertaining to the release of protected health information (PHI).  Example:  Inadvertent disclosure of PHI. 
    • Fines and penalties may be assessed against Iron Mountain for violations of Federal and State regulations. 
    • Customer retention may be at risk for failure to comply with Federal and State regulations. 
    • Iron Mountain’s reputation may be at risk for failure to perform ROI functions in accordance with Service Level Agreements and Federal and State regulations. 
    • Failure to perform duties in accordance with Iron Mountain policies and procedures may result in a loss of revenue. 
    • Position may be on site at a record center or medical facility. 
    • Service Level Agreements with the customer require that work be processed within set timeframes. 
    • Resources on site at a medical facility may interface with a variety of 3d parties including patients, physicians, HIM staff and walk-in ROI requestors. 
    • Resources on site at a medical facility are expected to work set hours as defined in the customer contract. 
    • Performance of these job duties impacts local district operations and revenue. 
    • Develop and maintain pro-active customer relationships to ensure the quality of service provided. 
    • Maintain telephone contact with customers regarding accurate and timely service for release of information. 
    • Answer all routine customer inquiries in an efficient and effective manner. 
    • Direct difficult inquiries or complaints to the appropriate person. 
    • Contact customers when problems arise, as appropriate and in accordance with Iron Mountain policy.  
    • Interface with other staff members relative to workflow, customer problems/concerns and resources.

    Compliance Obligations:


    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame