Escalations Associate

The Outreach Escalation Associate is responsible for a number of tasks which include is not limited to escalations. Will be required to manage high priority provider offices and hospitals. May be required to collaborate with multiple department specialists. Daily work responsibilities will consist of efficiently schedule chart retrieval as well as de-escalate complaints and manage special tasks in a project based, call center environment.

Essential Duties & Responsibilities:

• Responsible for scheduling and coordinating medical record requests

• Required to manage escalations and high priority tasks.

• May be specializing as a subject matter expert in specific areas

• Follows-through from beginning to end ensure completion of project specific tasks.

• Responsible for contacting and scheduling provider offices for medical record retrieval which typically have specific needs or are considered high-risk

• Required to have excellent verbal and written communication

• Expected to have strong understanding of Outreach Department policies and protocol.

• Support call center operations by handling inbound and outbound calls as well as specialized matters.

• Specializes in project specific details which may include documenting and cascading updates to the call center team.

• Is flexible and trainable to perform additional special assignments as required per project.

• May be required to support with various project tasks based on business needs

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications / Requirements:

• Bachelor’s degree preferred and/or equivalent to job related experience.

• Strong customer service and office/administrative experience skills to comprehend a variety of activities associated with a team oriented environment.

• Basic understanding of medical terminology and handling healthcare documentation confidentially. (i.e. HIPAA and PHI)

• Strong computer skills in Microsoft Suite as well as intermediate experience using Excel.

• Possess excellent written, verbal, interpersonal communication skills, and the ability to problem solve and manage data with great attention to detail.

• Must have excellent time management skills, be highly organized, self-motivated, and able to work under project based, deadline oriented format with minimal day-to-day supervision.

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to stand; walk and sit.

• The employee must occasionally lift and/or move up to 20 pounds.

• Specific vision abilities required by this job include color vision.

• 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.

Education: HS Diploma or equivalent required. Preferred: Bachelor’s Degree, Associates or higher degree or equivalent job related experience

Working Conditions:

• Working conditions are normal for an office environment.

• Requires prolonged sitting, some standing, some bending, stooping and stretching, requires eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, photocopier, telephone, and other office equipment.

• Work may require occasional weekend and/or evening work.

• Appropriate Personal Protective Equipment (PPE) is required when in a clinical setting No domestic travel. Travel is primarily local during the business day, although some out of the area and overnight travel is to be expected.

Training Requirements:

• Outreach Training

• Litmos Training

• KnowBe4 HIPAA Compliance Training

Expert Teams. Ingenious Technologies. Our journey started in 2006 with medical billing and coding services for physicians, then pivoted to HCC coding for payers. Today, we are an end-to-end enterprise for risk adjustment solutions. We’ve grown by learning and listening to our customers. Our entrepreneurial mindset drives innovation and collaboration. Our goal is to always provide exceptional service and experiences. And now, 15 years later, we are a platform company – delivering insights and interventions using superior technology, workflows, and people.

Pay rate: $17.00 - $18.00 / hour

Pay is based on several factors, including but not limited to education, work experience, certifications, location, and other relevant factors. This is Episource’s good faith and reasonable estimate of the compensation range for this position as of the time of posting. In addition to your salary, Episource offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements: See our benefits section above for more information.)

Episource will require proof of COVID-19 vaccination for all patient-facing healthcare workers, client-facing employees, those employees who are required to perform business travel, and all designated hybrid/in-office-based positions. 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 nondiscrimination 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, transfer, leave of absence, compensation, and training.