Correspondence Representative – National Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

The Correspondence Representative is responsible for the day-to-day partner engagement activities as they relate to the HIH vendors that support and ensure the record retrieval process is performing efficiently and meets the expectations and needs of the HIH leadership. This role will collaborate with cross-functional stakeholders, vendors, and clients to assist in identifying opportunities and streamlining processes.

This position is full time, Monday – Friday. Employees are required to have flexibility to work our normal business hours of 8:00 am – 04:30 pm EST. It may be necessary, given the business need, to work occasional weekends and overtime.

We offer 4 weeks of paid on-the-job training. The hours of the training will be during our normal business hours.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.  

 

COR_Drive Resolution of Customer Questions/Issues

• Submits weekly inventory reports to HIH vendor for current scheduled inventory and past due inventory.
• Participates in email exchange with HIH vendor contact on inventory progression, past due inventory, newly released inventory, and provider intro letters.
• Collaborates with HIH vendor contact through one-on-one phone calls to discuss escalated inventory, outstanding inventory, and processing expectations.
• Resolves any HIH concerns presented through the scheduling process, invoice payment process, or chart delivery process.
• Ensure missing invoices are located by working with HIH vendor to address location where invoice was sent and escalating appropriately.  
• Presents client release pends to HIH vendor for resolution to ensure timely chart retrieval.

COR_Develop and Maintain Productive Relationships/Interactions with Customers

• Interacts with HIH vendor on newly released projects to report deadline dates, address price negotiations, and expected volume.  
• Releasing inventory to HIH Vendor timely through direct individual request process after a review of open inventory that is not yet released.
• Facilitates discussion with HIH vendor of the progression of charts for the current scheduled projects and past due inventory according to expected completion date.
• Collaborates with HIH Vendor and Invoice team to rectify any payment issues to include delay payments, missing patient list, invoice adjustments, and W9 request 

COR_Demonstrate Business/Industry Knowledge

• Audits all internal HIH reports to ensure accurate reporting for assigned copy center vendor.
• Analysis, documents, and tracks HIH vendor status updates, emails, and verbal communication to ensure key account metrics for chart retrieval are met.
• Maintain thorough documentation in Salesforce of HIH commitments and status updates through Asana ticket process to ensure successful chart retrieval.  
• Contributes updates to HIH Leadership during weekly RPE Team meeting for each assigned HIH vendor to include the following:  questions, concerns, wins, and delays in overall retrieval.

COR_Provide Consulting/Education on Customer Issue/Trends

• Discusses any chart retrieval issues with the HIH vendor to include chart retrieval delays based on agreed expected turnaround time.
• Performs research to respond and resolves any escalations sent by internal and external business partners while working directly with the HIH vendor on overall resolution.

 

Primary Responsibilities: 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: 
• Identify potential partners and establish new partner relationships. 
• Sustain and improve long-standing relationships with current partners.  
• Document and evaluate current partner process and identify ways to improve retrieval rates. 
• Assist HIH Manager with negotiating partner pricing. 
• Collaborate with internal team to ensure partner invoicing is current and accurate. 
• Conduct regular meetings with partners to review retrieval progress and timely resolve retrieval roadblocks. 
• Engage with partners consistently to ensure expected retrieval results. 
• Prepare and maintain daily reporting on retrieval progress.  
• Escalate process gaps to management. 
• Maintain a working knowledge of department policies, procedures, standards, and workflow. 
• May be assigned other duties.

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

 

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Experience with analyzing large data sheets and identifying outliers
• Intermediate Microsoft Excel experience (Pivot Tables, V-Lookup, and ability to create reports)
• Experience with Microsoft Word (create correspondence and work within templates), and Microsoft Outlook (email and calendar management)
• Ability to work Monday – Friday, 08:00 AM – 04:30 PM EST. It may be necessary, given the business need, to work occasional overtime.

 

 

Preferred Qualifications:

• 1+ years of experience with working with third party vendors OR external clients 
• Medical record retrieval OR Medical Risk Audit experience 

 

 

Telecommuting Requirements: 

• Ability to keep all company sensitive documents secure (if applicable) 
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy 
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

 

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy