Medical Records Advocate

Responsibilities:

• Obtain medical records from a variety of provider locations in a timely and accurate manner.
• Communicate with medical offices, hospitals, laboratories, copy services, and other external partners to promptly obtain relevant records for member cases.
• Organize, review, and track incoming records in the appropriate categories, identifying missing documentation, records, and imaging as needed.
• Collaborate with clinicians and cross-functional partners to determine what records are needed and support timely case progression.
• Learn and demonstrate proficiency in trimming, bookmarking, indexing, and otherwise preparing records for clinical review and downstream workflows.
• Speak clearly, confidently, and professionally while maintaining a friendly and effective phone presence with external partners.
• Demonstrate persistence, follow-through, and problem-solving skills to navigate barriers and obtain pertinent records with limited lead information.
• Provide timely status updates to members throughout the records collection process to support a seamless member experience.
• Maintain thorough case notes and clearly document actions taken, outreach attempts, case status, and next steps so work can be easily understood by other team members and stakeholders.
• Exercise sound independent judgment in day-to-day case handling, including identifying when escalation is needed and helping resolve more complex records-related issues.
• Manage a fast-paced, dynamic workload with competing priorities while maintaining strong attention to detail, accuracy, and timeliness.
• Support specialty, continuity-of-care, and other high-priority cases by applying workflow knowledge and coordinating appropriately with leadership and partner teams.
• Participate in records intake, assignment, and workflow execution as needed, including validating key requirements such as signed releases and advancing work through queue-based processes.
• Follow established privacy, release, and secure-handling workflows when requesting, receiving, and managing medical records and related documentation.
• Demonstrate a focus on continuous improvement by questioning existing processes and suggesting alternatives that improve the member experience, efficiency, and quality
• Collaborate with peers across Care, Medical, Expert Engagement, and other cross-functional teams to support strong operational execution.

Required Qualifications:

Excellent attention to detail and strong organizational skills.
Ability to take meticulous notes and maintain clear documentation of actions taken.
Ability to engage in independent decision-making with minimal supervision.
Ability to manage through influence when lacking direct authority.
Comfort with Mac computers, Google Apps, Adobe Pro, and client relationship management systems is a plus.
Ability to troubleshoot basic technical issues

Preferred Qualifications:

• Experience with medical records, records collection, or business-to-business collections is preferred.

Physical/Cognitive Requirements:

Ability to remain seated in a stationary position for prolonged periods.
Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
Ability to interact with leadership, employees, and members in an appropriate manner.