• ROI Specialist

    Job Location(s) US-FL-Gainesville
    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.


    As part of the Release of Information Team, interprets and responds to requests for protected health information. Ensures the privacy of the patient by safeguarding and protecting protected health information in the performance of duties.  Fulfills release of information requests in an accurate and professional manner within timeframes established in contracted Service Level Agreements with the customer.  Adheres to Customer policy and Iron Mountain policy, as well as state and federal regulatory guidelines surrounding the release of protected health information.   Reproduces protected health information using a variety of technologies, including photocopiers, scanners and facsimiles.  Performs data entry functions, utilizing Iron Mountain’s tracking application, to log, monitor, and complete requests for information.  Provides routine service to customers regarding release of information requests, and the retrieval and delivery of protected health information and materials on-site at customer facilities and at designated Iron Mountain Record Centers.  Periodically, attends meetings and/or training to keep abreast of industry and regulatory changes effecting release of information functions.

    • 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.  Safeguard and protect the patient’s privacy by verifying the requestor type and release requirements in accordance with HIPAA guidelines and Iron Mountain policy. 
    • Reproduce the requested information according to Service Level Agreement timeframes and in accordance with the authorization and/or legal requirements (e.g., subpoena) and methodology established by the customer or Iron Mountain Record Center (i.e., fax, scan, photocopy). 
    • Identify the status type for the request for information (walk-in, fax request, pre-payment) and enter pertinent data into the release of information tracking application.  
    • Verify the accuracy and quality of reproduced work and data entry prior to providing information to the requestor.  Ensure that work is performed in accordance with federal and state statutes. 
    • Generate cover letters (based on the status type), pre-payment notices and invoices and mail information to the requestor.  Upon receipt of payment or pre-payment from the requestor, finalize the request in the tracking application and process payment according to Iron Mountain policy. 
    • Utilize a variety of computer systems (from the facility and Iron Mountain) and maintain procedural consistency as delineated by the facility and/or Iron Mountain Record Center.  
    • Perform other duties as assigned.  


    • Demonstrated ability to maintain a high level of confidentiality regarding patient information.  Knowledge of HIPAA preferred.   
    • 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. 
    • 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 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. 
    • Total travel varies based on contract with customer and whether work is performed at a record center or on-site at a medical facility. 
    • Local travel varies based on contract with customer and whether work is performed at a record center or on-site at a medical facility. 
    • Overnight travel 0.1% may be required for training purposes. 
    • Licenses & Certifications Required:  Credentialed resources (e.g. Registered Health Information Technician (R.H.I.T.)) must maintain continuing education requirements to retain credentials. 
    • Education/Experience:  High School Diploma or GED required, associate’s degree preferred, R.H.I.T. desired /  A minimum of 1-3 years of customer service experience, records management or healthcare experience required.

    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