In 1-2 pages, write a policy and procedure for customer service for use by the receptionist at the front desk of the release of information (ROI) area of the Health Information Management department.

Include procedures for dealing with voicemail messages from overnight, live telephone calls, emails and walk-in customers who request medical records. Review the attached sample Policy and Procedure Template of usual components found in a written policy and procedure. Remember, effective procedure writing requires great attention to detail. Write this as if the reader knew nothing about HIM or your policies and procedures. Take into consideration what you would want and need to know if you were being exposed to HIM release of information for the first time; for example the HIM language, and types of equipment and supplies needed to provide customer service in ROI.

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