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Escalations Specialist

MRR - Outreach | Remote - US | Full Time

Job Description

Advance Possibility. Join Episource, a leading provider of risk-adjustment services, software, and solutions for health plans and medical groups.

Job Summary:

The Outreach Escalation Specialist is responsible for a number of tasks which include but are 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 scheduling chart retrieval, de-escalating complaints, and managing 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 to 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 a strong understanding of the 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, including documenting and cascading updates to the call

center team.

s 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.

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.


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

Possess excellent written, verbal, and 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 a project-based, deadline-oriented format with minimal day-to-day supervision.

Training Requirements:

● Outreach Training

● Litmos Training

● KnowBe4 HIPAA Compliance Training

Here is how you will benefit as a valued member of our Expert Teams at Episource.

  • Remote culture with company equipment, virtual access, and monthly internet allowance

  • Self-managed Flexible Time Off / Paid Time Off + eight paid holidays per year

  • Parental Leave

  • Wellness Programs (EAP, Calm App)

  • 401(k) with company match

  • Career Development: Tuition reimbursement, certifications, and seminars

  • Health, Vision, Dental, Voluntary Life, and AD&D Insurance

  • Health Savings Account / Flexible Savings Account

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.

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.