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Assistant Manager, Call Center (Remote)

Episource LLC Tampa, FL

  • Posted: 28 days ago
  • Full-Time
  • Benefits: vision, 401k, dental, life insurance, medical
Job Description

EPISOURCE

Are you looking for an opportunity to maximize your potential? At Episource, our mission is to provide transparency, efficiency, and elegance to a complex and constantly changing healthcare industry. In short, our aim is to Simplify Healthcare. As a fast-moving, entrepreneurial healthcare technology and services company, we are committed to hiring and developing exceptional talent. Our teams are creating cutting edge solutions to transform the healthcare system so we can impact lives for the better, and our teammates are the fuel that ignite us every day. In order to achieve our goal, we seek talented, passionate professionals looking to build a career with an organization focused equally on agility and innovation.

WHAT WE’RE ALL ABOUT

At Episource, 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, after 14 years, we are a Platform Company – delivering insights and interventions using superior technology, workflows and people.

Episource is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

Job Summary:

Assistant Manager, Outreach is responsible for daily strategic planning, management, and culture of operational effectiveness for Episource's medical records retrieval outreach team. Additionally, this position manages staffing and workflows for MRR Outreach. This role is responsible for growing and maintain the skill and outcomes of MRR outreach team members under their leadership. This position is instrumental in the development of and driving ongoing improvement for operational flow, staff utilization to workload and the monitoring of primary KPIs and metrics. The Assistant Manager, Outreach will work within the outreach division and across divisions in MRR to maximize outreach opportunities as it relates to the business objectives.

Essential Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

  • Assists the MRR Outreach manager with day-to-day outreach operations and business planning for up to 50 outreach team members which will ensure the staff’s operational efficiency and deliver a superior client experience.
  • Assists with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
  • Works with outreach supervisors to develop and implement employee performance enhancement and professional development at an individual and team level through team meetings, one-on-one sessions, peer refreshers and self-study activities.
  • Measures productivity and other KPIs by analyzing daily, weekly, and monthly performance data and activity reports.
  • Assists outreach manager with volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
  • Directs time card and attendance tracking as well as team adherence to schedules and company attendance policy.
  • Assists with driving positive individual, team, and project metrics to provide success outcome for client delivery.
  • Identifies underperforming areas and inefficient processes and develops strategies to gain improvement and communicate recommendations to respective departments.
  • Hires and trains staff, provides developmental opportunities, evaluates employee performance, and recommends and initiates promotions, transfers, and corrective actions.
  • Promotes the highest standards of ethical and professional conduct.
  • Requires an individual to maintain the ability to work in an environment with PHI / PII data.
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures.

Qualifications / Requirements:

  • 5+ years of experience in outreach management, preferably in the healthcare industry.
  • Bachelor’s degree preferred, or equivalent combination of education and experience, professional certification preferred.
  • Excellent Verbal and written communication skills, including ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office-Word, Excel, Outlook)
  • Must be able to work under pressure and meet deadlines, while maintain a positive attitude and providing exemplary customer service.
  • Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • High level of ethic, integrity, discretion, and confidentiality.
Company Description
ABOUT US:
SIMPLE, QUALITY, AND COST-EFFECTIVE SOLUTIONS TAILORED TO THE NEEDS OF OUR CLIENTS.

Episource is driven to collect data that's insightful and accurate. With innovative technology and a global services model, we offer intuitive analytics to impact meaningful growth. From robust Risk Adjustment Analytics, Retrospective Chart Reviews, Quality Reporting, Encounter Data Submissions, and Clinical Services, Episource starts with the smallest of details and translates them to create better patient insights around disease profiles and care gaps. We know that behind each chart and every code is a real person. Humanity is our binding element, and we have your members in mind.

Our vision is to provide health information exchange solutions that allow healthcare organizations to safely and efficiently manage member-centric data, quality of care initiatives, member intervention and management programs, risk adjustment programs in Medicare, Medicaid, Commercial, and Exchanges. Episource emphasizes driving value, operational excellence, respect, and integrity in all aspects of our operational and professional conduct, while striving to reflect the highest ethical standards in our relationships with members, providers, and our clients.

Embracing a hybrid model that caters to the requirements of the global market, Episource concentrates application and functional expertise located both onshore and offshore, where we leverage best practices and economies of scale. Our highly-skilled workforce is trained in a consistent client delivery approach that emphasizes value, and enables clients to focus more on their core competencies.

Episource LLC

ABOUT US: SIMPLE, QUALITY, AND COST-EFFECTIVE SOLUTIONS TAILORED TO THE NEEDS OF OUR CLIENTS. Episource is driven to collect data that's insightful and accurate. With innovative technology and a global services model, we offer intuitive analytics to impact meaningful growth. From robust Risk Adjustment Analytics, Retrospective Chart Reviews, Quality Reporting, Encounter Data Submissions, and Clinical Services, Episource starts with the smallest of details and translates them to create better patient insights around disease profiles and care gaps. We know that behind each chart and every code is a real person. Humanity is our binding element, and we have your members in mind. Our vision is to provide health information exchange solutions that allow healthcare organizations to safely and efficiently manage member-centric data, quality of care initiatives, member intervention and management programs, risk adjustment programs in Medicare, Medicaid, Commercial, and Exchanges. Episource emphasizes driving value, operational excellence, respect, and integrity in all aspects of our operational and professional conduct, while striving to reflect the highest ethical standards in our relationships with members, providers, and our clients. Embracing a hybrid model that caters to the requirements of the global market, Episource concentrates application and functional expertise located both onshore and offshore, where we leverage best practices and economies of scale. Our highly-skilled workforce is trained in a consistent client delivery approach that emphasizes value, and enables clients to focus more on their core competencies.

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Tampa, FL
33613 USA

Industry

Business

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