Greetings, Cara!I worked for 2 years in an ROI office at a hospital, also covering some clinics. We also were the call center for any medical record-esque calls that came in. So, on first and half of second shifts, was hectic trying to do stat requests, and keep up with patient requests and phone calls (especially the 3rd party ones...). I generally worked third, and was usually a bit calmer, though ran into my share of 'What?' moments as I would get random calls, issues, etc that would pop up and I was the one to deal with them.
Now I'm working a front desk at much less hectic, so I answer phone, the walk in's, the faxes that come in. then after office closes I work on going through and verifying that what was scanned is in the ehr, in the right chart, and labelled correctly for around 5hrs a day now.
I don't know what it's like on the receiving end of ROI, but I can certainly try to answer questions if you have more.
Also another aspect of ROI, is outside of the nurses and coders, you will see quite a bit of the record. It is a clinical view (ie: not as emotional), though it can be impactful. However, unlike those nurse's we dont see nearly as much of the happy side of things (like at discharge, etc). We have to read a lot of the record to make sure what we are sending fits the authorization and not containing sensitive information not authorized.
Generally that isn't a huge issue, and most (85-90% especially of clinical requests) are fairly repetitive like Angelique said. But there are some records that aren't easy to read, too. I do greatly enjoy my job working on it, as its the same, but a little different each time.