Outreach Specialist

Job Title: Outreach Specialist    

Exempt Status: Non-Exempt

Division: MRR Operations                          

Reports to: Manager, Outreach

Location: Tampa, FL

 

Episource, with over 3,000 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans.  Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care.

Job Summary:

The Outreach Specialist is responsible for a number of tasks which includes but is not limited to: supporting Outreach Consultants as they contact provider offices to schedule retrieval of medical records; observing and reporting schedule adherence of Outreach Consultants; handle escalation calls and specialized tasks; as well as direct provider outreach to schedule retrieval of medical records.  Outreach Specialists should maintain a minimum of 25 inbound/outbound calls per day in addition to achieving retrieval and quality metrics. The specialist is also responsible for documenting all call interactions in database including updates, scheduling details and tracking progress of each assignment. Responsible for establishing and maintaining good rapport with Outreach Consultants and provider network.

Responsibilities:

  • Support Outreach Consultants as subject matter experts on outreach processes and protocols for campaigns.
  • Observe and report Outreach Consultant schedule adherence and/or other floor issues to team leads and outreach department management.
  • At team lead’s or management’s direction, handle specialized tasks to support the floor and/or support successful outcomes on our various outreach projects.
  • Handle escalation calls and provider communications as needed on behalf of Outreach Consultants.
  • Responsible for contacting and scheduling provider offices using various retrieval methods including mail, fax, electronic, and field as well as recording detailed documentation of all outreaches.
  • Scheduling and coordinating with field retrieval technicians to ensure medical record appointments are completed as efficiently as possible.
  • Communicate effectively with onshore and offshore team members.
  • Provide support and education to provider offices to ensure efficient retrieval of medical records.
  • Maintain productivity volume to ensure project deadlines are met.
  • Resolve problems by clarifying issues, researching and providing alternative solutions.
  • Accountable for following specific project protocols and maintain high quality results by adhering to standards and guidelines per project.
  • Support inbound calls from provider offices and medical records technicians, which can include but is not limited to preparing, sending and receiving correspondence externally and internally.
  • Is flexible and trainable to perform additional special assignments as required per project.
  • Requires an individual to maintain the ability to work in an environment with PHI / PII data
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures.

Education / Requirements:

  • Minimum HS Diploma/Associate’s/Bachelor’s/Master’s degree preferred.
  • Minimum of 2 years’ customer service experience
  • Bachelor’s degree preferred and/or related experience.
  • Strong office/customer service, administrative experience skills to comprehend the varied activities associated with a collaborative team oriented environment.
  • Basic understanding of medical terminology, and handling Healthcare administration confidentiality (i.e. HIPPA and PHI)
  • Intermediate level computer skills in Microsoft Suite, data management. Intermediate skill using Excel; formula knowledge a plus.
  • Excellent written, verbal and interpersonal communication skills.
  • Excellent problem solving skills and a great attention to detail.
  • Must have excellent time management skills, be highly organized, self-motivated, and able to work under strict timelines with minimal day-to-day supervision.

PHYSICAL REQUIREMENTS:

  • Must be able to lift and carry up to 30 lbs.
  • Requires prolonged sitting, some bending, stooping and stretching, requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
  • Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.

EEO POLICY STATEMENT:

Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.