Outreach Coordinator

UnitedHealth Group•Tampa, FL

16h•$18 - $32•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. For all hires in Minneapolis, Virginia, Maryland, or Washington, D.C. area, you will be required to work in the office for a minimum of four (4) days per week. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. 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. Daily productivity goals aim to complete a minimum of 60 inbound/outbound calls per day in addition to achieving retrieval metrics (10%25 scheduled calls, less than 40%25 unavailable calls). The coordinator is also responsible for documenting all call interactions in the database including updates, scheduling details and tracking progress of each assignment. Responsible for establishing and maintaining good rapport with the provider network. Maintaining high quality standards of 90%25 or higher is also an important requirement of the job to help ensure your success in the role. 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. Primary Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Responsible for contacting and scheduling provider offices by using the various retrieval methods has to offer including mail, fax, electronic, and field. Communicating and coordinating 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, which include but not limited to preparing, sending and receiving correspondence externally and internally. Maintain a high productivity volume to ensure project deadlines are met. Resolves problems by clarifying issues, researching and providing alternative solutions. Implementing solutions and escalating unresolved complaints. Accountable for following specific project protocols and maintains 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.

Requirements

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; includes the ability to learn new and complex computer system applications
Experience working in a production environment
Ability to learn multiple work-types as well as learn 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. 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.
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.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Responsible for contacting and scheduling provider offices by using the various retrieval methods has to offer including mail, fax, electronic, and field.
Communicating and coordinating 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, which include but not limited to preparing, sending and receiving correspondence externally and internally.
Maintain a high productivity volume to ensure project deadlines are met.
Resolves problems by clarifying issues, researching and providing alternative solutions.
Implementing solutions and escalating unresolved complaints.
Accountable for following specific project protocols and maintains 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