Float Patient Care Coordinator

UnitedHealth Group • Southborough, MA

9h • $18 - $32

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Optum is seeking a Float Patient Care Coordinator to join our growing Adult Medicine team. At Optum, we are transforming healthcare nationally while providing physician-led care locally. Work with the largest care delivery organization in the world and start doing your life's best work.
This position performs a full range of administrative support services for clinic/site including checking patients in and out, scheduling of patients for appointments and other related duties. Answers telephone calls for the department in the assigned department queue. Works with supervisor and other staff to meet metric expectations for phone service. Works to resolve patient complaints, provides education on processes to ensure the highest level of patient/customer satisfaction.
Hours: (FT, 38.75 hrs. per week) Monday – Friday, 8am - 4:30pm or 8:30am - 5pm. Schedule will depend on the site you are covering at the time.
This is a float role – you will be required to float to the following sites to provide coverage whenever needed depending on business need: Leominster, Worcester, Holden, Auburn, Webster and Shrewsbury sites.
Home Site: 5 Neponset St Worcester, MA

Requirements

• High School Diploma/GED (or higher)
• 1+ years of customer service, healthcare, and/or administrative experience
• 1+ years of experience with Epic EMR software
• Ability to float to the following practices in the area whenever needed depending on business need: Leominster, Worcester, Holden, Auburn, Webster and Shrewsbury sites
• Access to reliable transportation & valid US driver’s license

Nice To Haves

• 2+ years of experience with customer service
• 1+ years of experience working in a medical front office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• Intermediate level of computer proficiency including MS Word, Excel, Outlook and the ability to use multiple web applications
• Ability to work independently and maintain good judgment and accountability
• Ability to prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• Demonstrated ability to work well with health care providers
• Strong organizational and time management skills
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

Responsibilities

• Supports a high volume of calls typically for a defined region/dept with back up support to a sister region/dept adhering to department productivity standards set forth by service line
• Screens all incoming patient inquires (through phone, MyChart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call
• Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supporting the needs of our patients
• Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes
• Documents details of each call in the patients’ electronic medical record using both service line documentation tools as well in addition to free text when appropriate to ensure coordination of care
• Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance
• Effectively deescalates issues with upset patients and practices
• Use advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor
• Participates in resolving operational difficulties and communicate with supervisor regarding department issues/ problems and opportunities for improvement
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
• Participates in problem solving activities, focusing on productivity and quality
• Works with supervisors to ensure continuous improvement of the department
• Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment
• Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving
• Ability to remain calm in stressful situations
• Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance
• Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents
• Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers
• Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers
• Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situations
• Ability to work collaboratively with interdisciplinary teams consisting of remote and onsite staff to improve the operations of immediate work groups by offering ideas, identifying issues, and respecting team members
• Comply with health and safety requirements and with regulatory agencies
• Comply with established departmental policies, procedures, and objectives
• Enhance professional growth and development through educational programs, seminars, etc.
• Attends a variety of meetings, conferences, and seminars as required or directed
• Regular, reliable and predictable attendance is required
• Performs other similar and related duties as required or directed

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