Jobs and Careers at the U.S. Medical Management Talent Network

Outreach Specialist

Department: Interventional and Assessment Programs
Location: Troy, MI
Company: USMM

Outreach Specialist 

U.S. Medical Management (USMM), an affiliate of a leading Fortune 250 company, manages a nationwide continuum of premier providers of medical services delivered primarily to the homes of elderly and homebound patients. Providing primary home care is the future of medicine, and at USMM, the future is now. With the knowledge and experience to address the evolution of healthcare, USMM is poised for a phenomenal future.

POSITION DESCRIPTION  

This position requires the ability to multi-task and toggle among numerous computer applications while simultaneously being on a phone call with a prospective customer. The position requires PC proficiency in Windows-based applications and internet skills. This position is focused on convincing prospective health plan members to receive critical health risk assessment and follow-up services delivered by Providers in the home or other setting. The position requires strong cultural sensitivity and an ability to effectively locate and convince members to agree to critical healthcare services offered. The position is based in a high volume call environment with rigorous expectations for meeting budgeted call volumes. Position requires an ability to connect with prospective patients via a brief conversation and to understand and be able to explain why the services offered are important to the member. Position requires an ability to understand and work within a Provider optimizing scheduling environment. Issues complicating the success of this position must be resolved to complete the task promptly, accurately, and in a manner that participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the callerís needs, and providing education along the way. An Outreach Specialist must also be able to effectively handle complaints while consistently demonstrating behaviors that contribute to the achievement of service level goals. Demonstrable abilities to solve customer problems, consistently be in attendance, meet performance standards, minimize distractions, and seek Supervisor input to handle problems promptly are all critical components of this position. This position is primarily located in an outgoing call center environment and requires flexible work hours when working on health plans and markets that may be in different time zones.

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Contacts Health Plan members via provided lists to schedule appointments for Providers to deliver in-home health risk assessments (HRAs)
  • Must follow specific protocols associated with member calls
  • Schedules HRAs via scheduling software efficiently filling all available Provider slots when possible
  • Prioritizes and manages calls consistent with established protocols including number and frequency of calls per member multiple times per day
  • Maintains electronic and communication equipment in good working order by reporting problems immediately when noticed while making every effort to use these tools in a manner to minimize maintenance
  • Maintains and improves quality results by adhering to standards and guidelines and recommending improved procedures
  • Must learn and practice specific scripts to optimize conversion of calls to successfully scheduled HRAs
  • Willing and able to learn critical customer service and patient communications skills
  • Informs Manager of any problems associated with Provider confirmed availability
  • Updates job knowledge by studying new product descriptions and participating in educational opportunities
  • Must have a willingness to work with elderly and disadvantaged populations

REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE  

  • Minimum 6 months experience in a high volume healthcare customer service environment dealing directly with patients in person or via telephone. 
  • In lieu of healthcare experience, will consider 2 years of experience in a high volume customer service role with verifiable strong performance in achieving and exceeding established goals for the position in which experience was obtained
  • Verifiable High School diploma or GED is required
  • Strong organizational, communication, and computer skills
  • Proficient in all Microsoft Office products
  • Ability to quickly learn new software tools as they apply to this position

PREFERRED KNOWLEDGE, SKILLS, AND EXPERIENCE  

  • Healthcare related experience, certifications and/or licensure
  • Ability to identify process improvements 
  • Demonstrable success in quickly building telephonic relationships with prospective customers
  • Experience with integrated voice/IT systems
  • Self-starter who does not require significant oversight to perform at a high level after initial orientation and training
  • Knowledge of medical terminology a definite plus 

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