Per Diem Patient Care Coordinator

UnitedHealth Group•Auburn, MA

5d•$18 - $32•Onsite

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 Per Diem Patient Care Coordinator to join our growing Geriatrics 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 the clinic/site including collection of co-payments, scheduling of patients for medical procedures, tests, associated ancillary services, 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 and department scheduling procedures to ensure the highest level of patient/customer satisfaction. Schedule: This is a per diem position with no set amount of hours to be worked each week. Must have open availability to work Monday – Friday 8am – 4:30pm EST or 8:30am – 5pm EST when called in to provide coverage. Location: 4 Brotherton Way, Auburn, MA

Requirements

High School Diploma/GED (or higher)
1+ years of customer service, healthcare, and/or administrative experience
1+ years of EPIC scheduling experience
Access to reliable transportation
Must have open availability to work Monday – Friday 8am – 4:30pm or 8:30am – 5pm on a per diem / as needed basis only when called in to provide coverage

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
Demonstrated ability to work well with health care providers
Strong organizational and time management skills
Ability to multi-task and prioritize tasks to meet all deadlines
Ability to work well under pressure in a fast-paced environment
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, or potentially 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 supports the needs of our patients
Initiates request 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
Uses 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 communicates 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 of consisting of remote and onsite staff to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members
Complies with health and safety requirements and with regulatory agencies
Complies with established departmental policies, procedures, and objectives
Enhances 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