How to Implement and Support a Virtual Front Desk

March 3, 2021

More than a year since the outbreak of COVID-19, virtual walk-up windows for patient and family record requests have become the new normal. Fifty percent of traditional health information management (HIM) departments’ traditional walk-up windows remain closed. As HIM departments transition to virtual release of information (ROI) processes, new best practices have emerged. Yet the complexities and priorities of ROI remain the same: staff efficiency, workflow optimization, process control, accuracy, timeliness, and patient satisfaction. This article, told from the perspective of an ROI vendor, provides guidance to implement and support a virtual front desk in HIM.

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Angela Rose, MHA, RHIA, CHPS, FAHIMA

As Vice President of Client Success for MRO, Rose leads the implementation and account management teams, as well as MRO’s corporate policy. She manages all activities related to successfully onboarding new clients to MRO’s Release of Information (ROI) services and directs the development and alignment of all policies and procedures across the organization. Additionally, she oversees the initiatives of the account management team in extending relationships, account optimization, executive business reviews and tactical execution of client engagement programs. She has over 25 years of experience in Health Information Management (HIM), with focused expertise in privacy and security. Prior to joining MRO, she served as Director of HIM Practice Excellence for the American Health Information Management Association (AHIMA). Rose is an active member of the American Health Information Management Association (AHIMA) and currently serves as President-elect of the Pennsylvania Health Information Management Association (PHIMA). Rose is an established author and speaker on various HIM topics. She has served as adjunct faculty and currently serves on the University of Pittsburgh’s and Temple University’s HIM Advisory Boards. She received her Bachelor of Science in HIM from the University of Pittsburgh and Master’s in Health Administration from the University of South Florida.