Job Description

OUTREACH SPECIALIST

U.S. Medical Management (USMM) is an affiliate of a leading Fortune 100 company. A national organization built on a continuum of care with premier healthcare providers, clinicians and patient focused individuals working together. Our Mission – “Through Compassionate Patient-Centered Care in the Home; We will Provide Exceptional Outcomes across our Continuum of Services” – Visiting Physicians Association, Pinnacle Senior Care, Grace Hospice, Comfort Hospice, Home DME & our In Home Health Assessments (IHA).

Our Values of Integrity, Respect, Teamwork & Excellence are leading us to a better tomorrow for patient care. Our Purposes Centered on “We are Unified in our Work through our Continuum of Services” “We can Find Comfort that We are Making a Difference for our Patients” & “We make a Broader Positive Impact on Society”, allows USMM to be poised for a phenomenal future.

We are seeking candidates who desire the experience of delivering quality & compassionate healthcare within proven care models with patients at the forefront of everything we do. 

BENEFITS WE HAVE TO OFFER: 

• Health, Dental, Vision, Disability & Life Insurance
• 401K Retirement Plan
• Paid Holidays
• PTO 
• Flexible Spending Account
• Tuition Reimbursement

POSITION DESCRIPTION

The OUTREACH SPECIALIST is primarily responsible for placing high volume of outbound calls to secure an appointment with a licensed Nurse Practitioner in the comfort of the member’s home. The candidate is also required to answer any incoming calls from members and case managers as well as return any voice mail messages in a timely manner. This service is not required for the members but is an added benefit provided by the plan as part of their preventative care coverage at no additional cost to the member. The candidate will establish a report with a member, clearly explain the offered services while obtaining and securing the In Home Assessment as requested by the Health Plan.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Contacts Health Plan members via provided lists to secure appointments with field providers to deliver in-home health risk assessments
• Must follow specific talking points and protocols associated with member outreach calls
• Secures visits via scheduling software efficiently, utilizing all available provider capacity when possible
• Utilizes excellent customer service skills at all times
• Utilizes exceptional communication and social skills to clearly explain the importance of agreeing to complete the annual assessment
• Utilizes up to six (6) different software applications simultaneously, often while the member is on the line
• Conducts follow-up calls to the members one business day prior to scheduled date to ensure the visit success and to minimize provider frustration, member abrasion as well as to meet budgeted call volumes and completed appointments
• Must confirm and verify all demographic and contact information as well as follow HIPAA guidelines on every call when applicable
• Verifies member’s insurance active status and accurately enters the insurance information at the time of patient registration
• Informs manager of any problems or concerns associated with field providers
• Keeps up consistent communication with the call center manager in regards to attendance and requests for change in scheduled hours or changes in ability to perform daily duties
• Meets set performance standards and minimizes distractions
• Work schedules are determined quarterly and are based on measured performance metrics
• Performs other related duties as assigned or requested by the call center manager or scheduling lead

REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE

• High School Diploma/GED or higher
• 1 year of call center experience, or relevant tele-sales experience
• Basic knowledge of medical terminology
• Strong computer skills with proficiencies in Microsoft Office, Microsoft Access, and various internet-based applications
• Experience with integrated voice/IT systems
• Self-motivated and driven individual who does not require significant oversight to perform at a high level after initial orientation and training
• Demonstrable success in quickly building telephonic relationships with prospective customers
• Must be willing to participate and contribute to the overall team environment
• Requires flexible work hours when working with health plans and markets that may be in different time zones