Medical Customer Service Representative - Outreach Specialist

Hours: Need Availability for shifts M - F between the hours 8:30am - 7:30pm; First 3 weeks of training will be from 9am - 5:30pm.
Location: Training will be held in the Pittsburgh, PA office. After training has completed and performance/quality metric requirements have been successfully met for a period of time (minimum 3-6 months) , you will be able to work a hybrid schedule with 3 days in the office and 2 days remote. Remote days may be selected by management based on company need.
Starting Pay Rate: $15.60 an hour with an additional $1.50/ hour for late shift differential if placed on that shift. (10:30am - 7:30pm)
Benefit Package Offered Includes:
Company Paid Term Life, LTD, and 401k Match
Performance Bonus
Generous Paid Time Off
Paid Holidays
Tuition Assistance Available after 1 year of employment
Company Description:
eHealth Technologies is a leading health care technology company that advances the delivery of life-altering care.
We help to provide fast and seamless access to health care for patients by collecting medical records, test results, and images and organizing them so that physicians have the information they need to provide superior care in a timely manner - in a fast, easy-to-use, digital format.
Our team members take great pride in working behind the scenes to help millions of patients benefit from faster access to lifesaving medical services ranging from cancer care to organ transplants to emergency care.
We support over 100 hospital systems across the United States, including eight of the top 10 hospitals named to the 2022/2023 Best Hospitals Honor Roll by the U.S. News and World Report.
Visit www.eHealthTechnologies.com . Follow us on Twitter, Facebook and LinkedIn.
Career Opportunity Description:
This position is a member of eHealth Technologies' Medical Outreach team which plays a pivotal role in delivering critical patient information as requested by customers. The Medical Outreach Specialist plays a key role in the accomplishment of eHealth Technologies business objectives by providing their customers exceptional value and timely information. The Medical Outreach Specialist - Level 1 is an entry level position. The person will work in a dynamic, fast paced, team-oriented work environment that is guided by and upholds company core values at all times.
Primary Responsibilities:

1. Provides effective & efficient support to Transplant, Dental, Cancer, and Mental Health accounts.
2. Makes follow up calls, report follow up calls, obtains patient authorizations, processes demos, takes inbound calls, processes aged cases and provides exceptional customer support service in a professional, accurate and timely manner at all times.
3. Efficiently and effectively documents request progress in case management system.
4. May also undertake additional activities at the request of the customer.
5. Proactively addresses and elevates CUSTOMER SERVICE issues to Medical Outreach Manager.
6. Adheres to established business processes, policies, and regulations.
7. Ensures customer requests are processed in a timely and HIPAA compliant manner maintaining appropriate documentation.
8. Appropriately prioritizes work to support team goals.
9. Ensures all policies and procedures are followed appropriately with emphasis on strict adherence to HIPAA guidelines.
10. Proactively monitors request activity and takes necessary action to avert potential CUSTOMER SERVICE issues.
11. Recommends improvements to procedures, workflows, and processes.
12. Performs at a high level of quality to eliminate the potential for incorrect transfer of Patient Health Information.
13. Maintains a high state of training and performance and is properly certified on all necessary processes.
14. Maintains effective communication and good relationships with all end user requesters.

Information Privacy and Security:
In an effort to safeguard the information privacy and security of all covered information Employee shall also be responsible for:

1. Following eHealth Technologies' information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.
2. Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.
3. Safeguarding the confidentiality, integrity, and availability of covered information at all times, whether or not on duty.

Requirements
Knowledge and Skill Requirements:

1. High School Diploma or GED required. AAS degree in related field preferred.
2. Customer service required.
3. Medical records experience preferred.
4. Able to meet or exceed both quality and performance goals, including successful proficiency level achievement in all other core competencies.
5. Role models eHealth core values at all times.
6. Demonstrated excellence in communication (written and verbal) with customers, management, coworkers and other business partners.
7. Proficient in all aspects of PC utilization including MS office (ie., Outlook, Word, etc.).
8. Demonstrates an uncompromising level of integrity, honesty, trustworthiness, and ethical behavior at all times.
9. Detail oriented and exhibits an urgency to achieve results.
10. Strong organizational skills and the ability to handle multiple tasks.
11. Results-driven, action-oriented, and self-motivated mindset.
12. Proven ability to foster successful relationships through clear communication, swift problem resolution and mutual respect.
13. Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity.
14. Exercises good judgment and utilizes creative problem-solving skills.
15. Ability to complete tasks accurately and within strict time constraints.
16. Work requires willingness to occasionally work a flexible schedule.

Key Relationships:

1. Directly supervised by Medical Outreach Manager.
2. Interacts regularly with eHealth Technologies staff, customers, vendors, and community businesses.

Essential Functions:

1. Physical Requirements: Extended periods of time typing, data entry, sitting, read, writing. Lifting up to 20 lbs.
2. Mental Requirements include: General, Visual, and Numerical Intelligence. Analytical skills

eHealth Technologies' workforce is currently able to work a hybrid remote schedule after successfully meeting the requirements of up to 6 months of working in office. It is a requirement of the position that employees have the following minimum requirements available in their home internet network to work remotely, including a router that:

• Must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
• Availability of at least two (2) Ethernet connections in the router to the internet source is required (for your PC and phone).
• Workstation must be plugged directly into the router as a hardwire connection to high-speed internet is critical to maintaining approved speeds for optimal functioning of various operational hardware, software and tools.
• Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.

eHealth Global Technologies, Inc is an Equal Opportunity Employer