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, Slack, Adobe, etc)
• Collect records for our Office Visit cases
• Immediately make an impact on our members by collecting records for Office Visit cases.
• Get to know your team members - (i.e catch up over lunch, shadow opportunities)

In Your First 60 Days:

• Continue to make an impact on members by collecting records on Expert Opinion cases
• Demonstrate the ability to inform member of progress made as well as the ability to reach out to them if any assistance is needed with location
• Show proficiency in uploading records and working with copy services.
• Engage in learning trimming, bookmarking and indexing.
• Participate with your team and peers in Google Meetings and Slack Channels.
• 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 with short turn around times.
• 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 member 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 take meticulous notes and document actions taken
• Ability to prioritize and manage caseload in a virtual, remote and autonomous setting
• 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, Mac, Adobe Pro, Salesforce 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)