REMOTE /
MEMBER CARE – MEMBER CARE /
FULL-TIME
Role Overview:
Medical Records Collection is an essential part of our success providing a valuable service to our patients and enabling the best expert specialist opinions and doctor office visit outcomes.
Records Specialists are the backbone of the Care Team. They are excellent communicators who represent the mission of Included Health by relentlessly representing our patients by tracking down vital medical records. If you are a highly driven and organized professional, with a strong interest in making a real difference to people, we want to hear from you.
In Your First 30 Days:
- Onboard with the Included Health team and engage in internal learning
- Demonstrate knowledge of proprietary software and other required technology (Google apps, etc)
- Collect records for our Office Visit cases
- Immediately make an impact on our patients by collecting records for Office Visit cases.
- Get to know your team members – catch up over lunch, shadow, go to trivia…!
In Your First 60 Days:
- Continue to make an impact on patients by collecting records on Expert Opinion cases
- Show proficiency in uploading records and working with copy services.
- Engage in learning trimming, bookmarking and indexing.
- Set personal short term and long term goals (>1 year and 2-3 years)
In Your First 90 Days:
- Demonstrate proficiency in trimming and indexing
- Demonstrate creative strategies for collecting on difficult locations
- Demonstrate your proficiency with collecting on both Expert Opinions and Office Visits within the agreed SLAs and at the target quality standard
- Be a vocal and active contributor during team meetings; we want to hear your perspective!
- Demonstrate an ability to skillfully and effectively work with team members across Patient Care, Engineering and Product
Responsibilities:
- Your primary objective is to obtain medical records from various provider locations
- Communicate with medical offices, hospitals, laboratories, etc… in an effort to promptly obtain relevant records for the patient’s case
- Organize the collection of medical records in specific categories as they are received
- Speak clearly, confidently and have a friendly phone demeanor while demonstrating persuasion in overcoming objections
- Be extremely detail oriented, identifying missing records and imaging
- Have great problem solving skills, identifying doctors and locations the patient has been to with minimal lead information
- Be able to handle a fast-paced dynamic environment with competing priorities
- Demonstrate good judgment to appropriately manage all scenarios
- Have a focus on continuous improvement, constantly questioning how and why we do things and suggest alternatives that improve the customer experience, efficiency, etc…
- Collaborate with peers within the Care, Medical, and Expert Engagement teams
Qualifications:
- Excellent attention to detail
- Ability to manage through influence (when lacking direct authority)
- A sense of humor. We work hard. So we like to laugh a lot too.
- Comfort with Google Apps platform, Adobe Pro, and CRM systems a plus
- Ability to troubleshoot basic technical issues
- Experience with medical records or business to business collections a plus
- College degree preferred (Experience in lieu of college degree will be considered)
Training: Monday – Friday from 8:00am – 5:00pm Pacific time for two weeks.
Pay rate: $19/hr
Start Date: October 10th
Available shifts (PST): Monday-Friday: 8:00am-5:00pm
This role is remote.
