Expanded Practice Support Assistant

UnitedHealth Group • Quincy, MA

12d • $18 - $32 • Hybrid

About The Position

The Expanded Practice Support Assistant serves as an advanced administrative and care coordination professional who supports high-quality, patient-centered care across primary care, specialty care, and behavioral health settings. Working with a high degree of autonomy, this role combines complex practice support responsibilities with proactive patient outreach, care coordination, population health support, and quality improvement activities with room for growth.
As a key member of the interdisciplinary care team, the Expanded Practice Support Assistant acts as a liaison between patients, families, providers, behavioral health clinicians, community resources, and internal departments to ensure efficient coordination of care and exceptional patient experiences. The position requires advanced organizational skills, strong analytical capabilities, excellent communication skills, and the ability to manage multiple priorities while supporting both operational and clinical workflows.
This role is responsible for complex scheduling, referral management, patient outreach, care plan support, reporting, documentation management, and facilitating access to services that improve patient outcomes. The Expanded Practice Support Assistant demonstrates expertise in electronic medical record systems, independently resolves complex patient and operational issues, supports quality initiatives, and contributes to performance improvement efforts across the practice.

Requirements

• High School Diploma/GED
• 1+ years of customer service experience in a healthcare or social services setting
• Intermediate level of proficiency in Microsoft Office and electronic medical records (EMR)

Nice To Haves

• Associate's Degree in medical office administration program or Bachelor's Degree in related field (typically in healthcare administration, psychology or healthcare related field)
• Previous EPIC experience
• Proven solid problem solving and complex patient management skills

Responsibilities

• Manage complex scheduling tasks, including appointment booking, template adjustments, and patient outreach
• Coordinate and facilitate patient-centered care by supporting care plans, monitoring adherence to appointments, referrals, diagnostic testing, and medication regimens, and assisting patients in navigating the healthcare system.
• Serve as a liaison between patients, families, providers, behavioral health clinicians, care managers, and community resources to promote effective communication, care coordination, and positive patient outcomes.
• Ensure accurate data collection and reporting; handle follow-up activities and referral tracking
• Deliver exceptional customer service by responding to patient inquiries, resolving complex or escalated issues, supporting patient satisfaction, and fostering positive patient-provider relationships.
• Support front-end practice operations, including patient check-in/check-out, waiting room management, verification of demographic and insurance information, and coordination of patient flow.
• Process and manage administrative and clinical documentation, including referrals, prior authorizations, prescription renewal requests, forms, medical records, and other patient-related documentation, ensuring accurate and timely entry into the electronic medical record.
• Assist with departmental coverage planning, cross-training, onboarding, and cross-functional support across multiple practice locations as needed.
• Collaborate with supervisors on coverage and workflow; lead huddles as needed
• Conduct patient outreach through telephone, patient portal, mail, and other communication methods to support engagement, close care gaps, provide appointment reminders, and address barriers to care.
• In collaboration with clinical team, maintain knowledge of internal and community resources and provide patients and families with educational materials and resource referrals to address medical, behavioral health, and social needs.
• Participate in quality improvement initiatives, special projects and other duties as assigned in support of practice operations, patient care, and organizational objectives.

Benefits

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED