Medical Assistant Call Center

UnitedHealth Group•Henderson, NV

7h•$16 - $29•Onsite

About The Position

The Call Center MA under the direction of the department lead or Supervisor, works cooperatively with all members of the team. Provides quality patient care utilizing customer services skills, excellent telephone/communication etiquette and clinical skills to assist patients with their medical requests/concerns. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Requirements

High school graduate or GED
Completion of a Medical Assistant program, or relevant experience
Current CPR and / or BLS certification or ability to obtain certification within 30 days of hire
Ability to demonstrate knowledge of job functions
Computer skills, window based applications, organization skills and ability to multi-task
Excellent phone etiquette, communication skills (Verbal and written) and customer service skills
Proven ability to respond appropriately to patient questions regarding tests, treatments and can performs complex Medical assistant tasks with in the clinical scope of SMA clinical assistant
Access to reliable transportation

Nice To Haves

Handles an average of 65calls per day - 300 per week
Core measures addressed 90-100%25 of the time
Minimum of 10%25 of calls result in task sent to clinic “one and done”
Complete a minimum of 60 tasks per week

Responsibilities

Compliance with customer service standards
Assist patients with medication reviews, medication refills, lab results and lab orders per SMA protocol
Follow standard SMA protocols, processes and policies to include by not limited to the following: Medication refill, Lab orders, Preventative Services and Disease/Condition Case Management
Reviews patient’s chart (in EMR) to ensure Core measures are being addressed and met per SMA protocol
Documents all calls and actions taken according to department protocol (6 R’s - Right MRN, Right Patient, Right Provider, Right Location, Right reason and Right appointment)
Ability to direct written messages (tasks) to the clinic staff to resolve patient issue prior to Primary Care appointment
Compliance requirements such as CPR certification, lab license, U-Lean courses as assigned and annual competencies
Other duties as assigned