Clinical Administrative Coordinator

UnitedHealth Group•Tampa, FL

3d•$18 - $32•Remote

About The Position

Optum Home & Community Care is creating something new in health care. We are uniting industry - leading solutions to build an integrated care model that holistically addresses an individual’s physical, mental and social needs - helping patients access and navigate care anytime and anywhere. As a team member of our Care Transition product, you’ll help change the way health care is delivered from hospital to home supporting patients transitioning across care settings. This life - changing work helps give older adults more days at home. We’re connecting care to create a seamless health journey for patients across care settings. Join our team, it’s your chance to improve the lives of millions while Caring. Connecting. Growing together. The Clinical Administrative Coordinator serves as the main point of contact for healthcare providers and members that are receiving post-acute services. In addition, the Clinical Admin Coordinator role serves as administrative (non-clinical) support for the remote clinical services team. This role is responsible for providing direct support to the multi-disciplinary team to anticipate and plan for continuum of care and discharge needs and communication with providers and clients. The Clinical Admin Coordinator is responsible for processing inbound and outbound communication (i.e., telephonic, fax, electronic notifications and letters), maintaining accuracy of database documentation and the completeness of the medical record and Home & Community Care documentation system.

Requirements

High School Diploma / GED or equivalent work experience
Must be 18 years of age OR older
1+ years of experience in a call center environment
Ability to communicate with clients, team members and managers using telephone or comparable communication devices such as email, Microsoft Teams, Fax and / OR other system messaging programs
Ability to work an 8-hour shift schedule Monday - Friday 10:30am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime or weekends
Reside within Eastern, Central, OR Mountain Time Zone
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
Have a location / workspace in the home that is separate from non - workspace areas and can be secured to maintain PHI / PII security and avoid non - work interruptions
Live in a location that can receive a high-speed internet connection using a UnitedHealth Group or approved Internet Service Provider (ISP)
Ability to remain stationary for extended time periods (2 - 3 hours)
Telecommuting is not to be used as a substitute for child or dependent care. In order to dedicate full attention to work duties, employees must establish or continue regular child or dependent care arrangements while telecommuting
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

Familiarity with medical terminology and HIPAA laws
Experience in healthcare setting
Experience with working in a high - volume production - based environment
Experience with meeting expected performance goals
Written and verbal communication skills
Critical thinking skills
Proficient with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams
Detail - oriented and ability to correctly interpret data and information in the Home & Community Care documentation system
Ability to prioritize, plan, and organize multiple tasks / demands simultaneously
Ability to use office equipment, such as copier, fax machine, telephone, and scanner (if applicable)

Responsibilities

Manage inbound and/or outbound telephone communication in a professional manner and according to productivity and quality standards.
Process inbound and/or outbound electronic data and communication (i.e., faxes, emails, and electronic communication) according to productivity and quality standards.
Enter, review and/or verify member information in the Home & Community Care documentation system and communicate approved pertinent information with healthcare providers and/or Home & Community Care team as needed.
Enter and/or update any required data into the Home & Community Care documentation system accurately and in a timely manner.
Complete administrative documentation for member records including but not limited to disenrollment, transitioning, creating/updating authorization, attaching documents (i.e., medical records), and logging therapy information.
Assist in a smooth coordination of members care between health providers and the health plan.
Establish relationships and communicate, when appropriate, to providers, clients and/or Home & Community Care field/care management staff as defined by departmental policy and process.
Triage inbound calls/emails, manage provider/member inquiries/requests, and resolve or escalate to appropriate Home& Community Care team or health plan personnel.
Run and/or review any reports to monitor/complete responsibilities as outlined in departmental processes.
Act as a preceptor and mentor to new colleagues during the initial training period.
Serve as the first line of peer support for operational and procedural questions and/or concerns.
Follow chain of command when provider/member issues or concerns are reported.
Functional team queue reviews to determine reallocation of resources and review for extended tag times as assigned by supervisor.
Assist with reviews of task assignments, SLA/TAT and volume updates (to provide coverage for Clinical Admin Coordinator Sr.).
Create and maintain training materials.
Conduct quality audits where applicable (this may not apply to all functional areas)
Conduct ad hoc corrections as assigned by supervisor.
Peer coaching as assigned by supervisor.
Conduct team engagement exercises as assigned by supervisor.
Suggest agenda topics for team meetings.
Cover specialized tasks/functions as assigned by supervisor.
Assist with Sales Force Tickets where applicable.
Assist with time studies (along with oversight by supervisor and manager)
Assist with follow up and/or escalation calls or emails as needed.
Attend Home & Community Care meetings as requested.
Adhere to organizational, departmental, compliance and regulatory policies and procedures.
Promote a positive attitude and work environment.
Perform other duties and responsibilities as required, assigned, or requested.