Health Information Management (HIM) Associate

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Health Information Management (HIM) Associate to join our Risk & Privacy team. The Health Information Management Associate is responsible for handling internal and external requests for medical records in compliance with HIPAA regulations. They log and track all work in a database tracking system, communicate any issues with the management team, and ensure exceptional customer service is provided to all requesters. The Health Information Release Specialist will work on retrieving documentation from third-party portals and communicating with vendors as necessary to ensure complete and accurate document retrieval. They organize and prioritize their time to provide full medical record availability to customers and complete all related tasks. The Health Information Release Specialist must maintain knowledge of and adhere to all HIPAA, confidentiality and compliance regulations, rules, guidelines, policies, and procedures. Additionally, they actively participate in process improvement, engagement, department, staff, and other work meetings/teams. They provide the Manager/Supervisor with suggestions for improvement and fully complete logs and departmental documentation.

*This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC*

What You’ll Do

• Release of Information
  • Process intake for all requests for medical records (internal and external), recording all requests within our internal ticketing system and assessing for completeness.
  • Retrieve documentation from third party portals (fax, hard mail); communicate with third party vendors as necessary to ensure complete and accurate document retrieval.
  • Review all authorization requests forms and required documentation; handle all necessary follow-up correspondence related to the fulfillment of each  request. 
  • Identify the client account associated with the records request, and surface information, along with the reviewed request, to auditor(s). 
  • Log and track all record requests within Zendesk, ensuring all requests are satisfied within the requestor’s desired receipt date. 
  • Responsible for the creation and management of all HIM standard operating procedure documentation within our internal knowledge base (Confluence).
  • Maintain knowledge of and adhere to all HIPAA, confidentiality and compliance regulations, rules, guidelines, policies, and procedures.
• Customer Service
  • Handle external communication for all incoming requests for records, including the management of our fax (Consensus) and hardmail (Records Force) systems.
  • Provide assistance and direction to all requesters by explaining the process for obtaining medical records while providing exceptional customer service.
  • Assist requesters with checking the status of requests for medical records and providing periodic updates.
  • Keep up with business updates to ensure the assistance provided to clients is accurate.
  • Ability to meet productivity and quality benchmarks set by leadership.
• Team Collaboration
  • Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled.
  • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed.
• Performs other related duties as assigned.

About You 

• General Equivalency Diploma (GED) or High School Diploma required. 
• Associate or advanced degree in appropriate field preferred.
• Minimum of 1-2 years working in the Healthcare industry required, preferably within a support role centered around use of Zendesk CRM.
• Registered Health Information Technician (RHIT), or Registered Health Information Administrator (RHIA), a strong plus. 
• Experience in the tele-health, tele-therapy, medical insurance industries is a plus.
• Experience in a clinical or Health Information Management Department of a large health care facility, preferred.
• Experience in working with valid authorization forms with patients, legal authorized representatives, attorneys, and court systems, a plus.
• Knowledge of and ability to comply with PHI and HIPAA guidelines when working with sensitive material, required.
• Ability to multi-task in various systems + programs.
• Excellent written and verbal communication skills.
• Strong critical thinking and investigatory skills.
• Ability to work independently, as this is a remote team, and maintain consistent communication with Supervisor.

Benefits 

• Comprehensive Medical, Dental and Vision plans coverage since day one
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount! 

Compensation

At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.

The base salary range for this role is between $50,000 - $60,000. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications. 

Why Talkspace? 

Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.

Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse  “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!

EQUAL OPPORTUNITY EMPLOYER

Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification, if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team.

Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace? 

Diversity

Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background.

Equity

Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care.

Inclusion

Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual.

Belonging

Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.