Outcome Assurance Representative for MedExpress

Outcome Assurance Representative – MedExpress, Canonsburg, PA

MedExpress is seeking an Outcome Assurance Representative for its Canonsburg, PA location. The position is suited for someone with strong communication skills and the ability to work in a fast-paced environment while maintaining a positive and professional attitude.

Key Responsibilities:

1. Communication and Coordination
   • Serve as a liaison between patients, centers, and workers’ compensation insurance carriers to ensure proper referrals via phone, mail, and email.
   • Demonstrate clear, organized, and effective verbal and written communication, tailored to the needs of different audiences.
2. Call Management and Performance
   • Maintain individual and departmental goals such as call quality, average call handle time, service level, and other key performance indicators.
   • Ensure metrics like abandonment rate and average speed of answer are met or exceeded.
3. Feedback and Problem Resolution
   • Provide valuable feedback to management on identified issues and trends that may impact the patient-client experience.
   • Assist with the resolution of these issues, ensuring a smooth experience for all parties involved.
4. Confidentiality and Compliance
   • Uphold the confidentiality of patient diagnostic and treatment information, adhering to HIPAA guidelines.
   • Provide additional support as needed, including eScreen and UDS (urine drug screen) assistance.
5. Flexibility and Adaptability
   • Show flexibility in response to changes in work volume, scheduling, and client service demands.
   • Be prepared to meet the needs of both internal and external customers.

Core Competencies:

• Genuine and Caring Communication
  Make each customer feel informed, understood, and valued through sincere and positive interactions.
• Team Player
  Collaborate effectively, contributing valuable ideas and feedback, while reliably meeting commitments.
• Driven and Focused
  Maintain focus and energy, meeting challenges head-on to ensure goals are completed successfully.

For more information and to apply, visit MedExpress.