The Outreach Facilitator role creates and provides ongoing support for resources, communication, training and systems necessary to the outreach team helping them continually improve member relations. The role will also provide cross functional support to other departments and teams within the company focusing on areas to help guide and improve functionality for the optimum member experience.
The Facilitator helps accommodate new business growth to enable scaled volume and workflow. This position supports the existing and new changes, resources and information for the outreach team's day to day operations.
The Facilitator must possess strong organizational skills along with creative thinking and be meticulous to detail. This person must be multi-faceted and have strong communication skills to effectively communicate with other departments within the company including the outreach team, care coaches, management and executives.
Key Responsibilities (Essential Functions)
Quality assurance through call monitoring and review.
Call audits to establish QA score
Create reports to proactively identify trends and present findings.
Monitor and research telephonic metrics
Call/Data analysis to improve outreach skills and better the member experience.
Create and analyze reports for specific KPI's.
Support outreach team in their day to day processes.
Provide support to clinical department as needed, processing medical billing.
Participate in new hire onboarding and orientation.
Comply with all HIPAA regulations.
High School Diploma
Minimum 2 years administrative support experience
1 Year experience in a high call volume environment
Proven analytical and problem-solving capabilities with special attention to accuracy and detail
Self-starter with a sense of urgency and proven ability to take ownership of job responsibilities and ensure successful completion of all projects and requests
Must demonstrate excellent oral and written communication skills with strong listening/comprehension skills and a keen attention to detail
Ability to effectively prioritize and multi-task in high volume workload situations and meet all deadlines
Ability to provide a reliable wired high-speed internet connection (Cable, DSL, or Fiber) at least 10Mbps download and 5Mbps upload
Ability to provide a quiet, private, distraction-free work environment
Ability to do constant sedentary work
Discipline to work from home while following a set schedule
Organized, flexible and able to work independently
Successful completion of an initial training, pre-employment assessment and criminal background check
Demonstrated problem solving skills
Ability to adapt to a regularly changing environment
Proficient personal computer skills, including Microsoft Office is required.
Medical billing experience
Experience with Salesforce
Knowledge of HIPPA compliance