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Role Description

The Outreach Coordinator is responsible for a number of tasks which include but is not limited to contacting provider offices, hospitals, and healthcare facilities to schedule medical record retrieval appointments.

• Complete a minimum of 60 inbound/outbound calls per day
• Achieve retrieval metrics (10%-25% scheduled calls, less than 40% unavailable calls)
• Document all call interactions in the database including updates, scheduling details, and tracking progress of each assignment
• Establish and maintain good rapport with the provider network
• Maintain high quality standards of 90% or higher

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:30pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer on-the-job training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

• Responsible for contacting and scheduling provider offices using various retrieval methods including mail, fax, electronic, and field
• Communicate and coordinate with field retrieval technicians to ensure medical record appointments are completed within a reasonable time frame
• Exchange assignment information with onshore and offshore team members including India, Philippines, and U.S.
• Answer provider inquiries by clarifying desired information and researching request updates
• Support inbound calls from provider offices, medical records technicians, including preparing, sending, and receiving correspondence externally and internally
• Maintain a high productivity volume to ensure project deadlines are met
• Resolve problems by clarifying issues, researching, and providing alternative solutions
• Implement solutions and escalate unresolved complaints
• Accountable for following specific project protocols and maintaining high quality results by adhering to standards and guidelines
• Perform additional special assignments as required per project
• Respond to mentoring, coaching, and various forms of feedback and quality analysis to meet or exceed performance metrics
• Adhere to Protected Health Information (PHI) policies and practices

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications

• High School Diploma / GED
• Must be 18 years of age OR older
• 2+ years of Call Center/Customer Service experience
• 2+ years of intermediate proficiency with telephone and Windows PC applications as well as Microsoft Office products
• Experience working in a production environment
• Ability to learn multiple work-types and apply multiple levels of actions needed within each work-type
• Ability to learn quickly and motivated to meet daily production standards with accuracy
• Attention to detail
• Verbal, listening, and written communication skills
• Basic understanding of medical terminology and handling healthcare documentation confidentially (i.e. HIPAA and PHI)
• Ability to work full-time, Monday - Friday

Requirements

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.