Medical Records Advocate

Medical Records Collection is an essential part of Included Health’s success, as Medical Records Advocates provide a valuable service to members and help enable high-quality expert specialist opinions and doctor office visit outcomes.

Medical Records Advocates are a critical part of Included Health’s Care Team. They are strong communicators who represent Included Health’s mission by persistently and thoughtfully advocating for members through timely, accurate, and thorough medical records collection. If you are a highly driven, organized professional with a strong interest in making a real difference in people’s lives, we want to hear from you.

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.