Company Description:

eHealth Technologies is a leading health care technology company that advances the delivery of life-altering care. We help to provide fast and seamless access to health care for patients by collecting medical records, test results, and images and organizing them so that physicians have the information they need to provide superior care in a timely manner – in a fast, easy to-use, digital format. Our team members take great pride in working behind the scenes to help millions of patients benefit from faster access to lifesaving medical services ranging from cancer care to organ transplants to emergency care. We support over 100 hospital systems across the United States, including eight of the top 10 hospitals named to the 2022/2023 Best Hospitals Honor Roll by the U.S. News and World Report. Visit www.eHealthTechnologies.com . Follow us on Twitter, Facebook and LinkedIn.

Career Opportunity Description:

This role is a member of eHealth Technologies’ Operations Management team, which leads a team of Medical Specialists in several functional areas and ensures compliance with accepted processes and procedures and regulatory requirements. This position is employee, vendor, and customer facing and requires solid customer service, organizational and follow through skills. The person chosen for this opportunity will have experience working in a dynamic, fast paced, technical, team-oriented work environment that is guided by and always upholds company core values.

Primary Responsibilities:

• Overseeing a team of Medical Specialists which are responsible for the following processes:

• All new customer requests in accordance to our contractual level of service (LOS) agreement in order to enable the company to deliver all requested information to customers in a timely manner with exceptional quality and managing the team process, distributing workload and prioritizing effort.
• Process Follow ups, Patient Authorizations, Demos, Incoming Follow ups, Aged Cases and customer support order to enable the company to deliver all requested information to customers in a timely manner with exceptional quality.
• Processes Reports, Demos, Indexing, Imaging, Follow ups, Intake, Quality Control and Customer Support to enable the company to deliver all requested information to customers in a timely manner with exceptional quality.
• Analyzes cross functional activity, sets priorities based on volume and assigns work accordingly to Medical Specialists.
• Proactively monitors all workflow activity and takes necessary action to avert potential customer service issues.
• Monitors workload and ensures Medical Specialists are working to capacity and proper staffing is available for expected and unexpected time off (illnesses, vacations, etc.).
• Appropriately prioritizes work to support team goals and meet contractual LOS agreements
• Works to balance and share staffing as needed to ensure an efficient operation

2. Various additional duties as determined necessary by eHealth Technologies.

Supervision:

• Responsible for approving semi-monthly time reporting for all Medical Specialists, including PTO requests, etc.
• Installs a strong sense of customer focus and professionalism throughout the team. Expected to role model company values at all times when interacting with individuals from his/her team, customers, internal partners, etc.
• Motivates team in a calm and positive manner to ensure their success while providing development opportunities for Medical Specialists to exceed expectations on a regular basis.
• Creates and supports a culture of trust, engagement, and inclusion for all employees.
• Routinely monitors Team members’ individual performance and quality and takes necessary actions to address any performance or quality issues as soon as possible.
• Writes and delivers 30/60/90 day and annual performance reviews and develops goals for each Medical Specialist including a developmental action plan that is shared with Director of Operations for their individual growth and development and future progression based on the employees’ career aspirations.
• Monitors individual growth and development of each Medical Specialist to ensure they are performing to their best abilities. Provides ongoing performance feedback to Medical Specialists to enable them to successfully meet/exceed their job expectations
• Assesses and promotes training opportunities to continually increase skill of team members

Management reporting:

Monitors progression of workload activities daily and reports on an as needed basis highlighting potential customer issues. Escalates issues immediately to Director of Operations as needed.

Information Privacy and Security:

In an effort to safeguard the information privacy and security of all covered information Employee shall also be responsible for:

• 
  Following eHealth Technologies’ information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.
• Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.
• Safeguarding the confidentiality, integrity, and availability of covered information at all times, whether or not on duty.

Knowledge and Skill Requirements:

• This position will have the ability to be WFH Flexible once training has completed.
• High School Diploma or GED required. Bachelor’s degree in business or similar field preferred.
• Two (2) years equivalent experience minimum required
• Two (2) years supervisory role preferred.
• Call center experience desired.
• Working knowledge of HIPAA regulations and medical terminology
• Demonstrated excellence in effective and professional communications (written and verbal) with internal and external customers and all levels of management.
• Detail oriented and exhibits a sense of urgency to achieve desired results.
• Strong leadership and organizational skills and the ability to handle multiple tasks.
• Results-driven, action-oriented, and self-motivated mindset.
• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
• Proficiency in all aspects of PC utilization including MS office, Sales Force.
• Ability to complete tasks accurately and within strict time constraints
• Ability to simultaneously manage several projects.

Key Relationships:

• Directly supervised by Director of Operations.
• Supervises a team of Medical Specialists
• Interacts regularly with eHealth Technologies staff, customers, vendors, and community businesses.

Essential Functions:

• Must be able to work 10:30am to 7:30pm EST shift.
• Physical Requirements: Extended periods of time typing, data entry, sitting, ready, writing. Lifting up to 20 lbs.
• Mental Requirements include: General, Visual, and Numerical Intelligence. Analytical skills.
• Work requires willingness to occasionally work a flexible schedule.
• As eHealth Technologies’ workforce is currently teleworking remotely from home, it is a requirement of the position that employees have the following minimum requirements available in their home internet network, including a router that:

• Must achieve minimum speeds of 100MBPS for download and 10MBPS for upload, or any other higher speed required for the work to be produced contingent upon your role.
• Availability of at least two (2) Ethernet connections in the router to the internet source is required (for your PC and phone).
• Workstation must be plugged directly into the router as a hardwire connection to high-speed internet is critical to maintaining approved speeds for optimal functioning of various operational hardware, software and tools.
• Router should be updated regularly with latest firmware, or ultimately replaced if router speeds are not within the minimum specifications above.

eHealth Technologies, Inc. is an Equal Opportunity Employer