Senior Patient Care Coordinator

UnitedHealth Group•Fishkill, NY

18d•$20 - $36•Onsite

About The Position

Optum NY/NJ is seeking a Senior Patient Care Coordinator to join their team in Fishkill, NY. Optum is a clinician-led care organization focused on improving how clinicians work and live, aiming to make healthcare better for everyone. As part of the Optum Care Delivery team, you will have the support of a global organization to help patients live healthier lives. The role offers an exceptional career path, empowering employees to live their best lives at work and home, and the fulfillment of advancing community health while contributing to practice ideas that could improve care for millions. The Senior Patient Care Coordinator is responsible for completing set processes and protocols, working cooperatively with the care team to support the organization's vision and mission, delivering excellent customer service, and adhering to Lean processes. This role supports the team in meeting financial, clinical, and service goals. The position reports to the site manager and will assist in leading front desk staff in a multi-specialty healthcare facility.

Requirements

High School Diploma/GED
2+ years of computer proficiency experience (multi-task through multiple applications including Microsoft Outlook, Excel, and Word)
2+ years of experience working in medical office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
1+ years of experience working with an electronic health record (EPIC)
Ability to work set schedule and arrive on time
Ability to travel to other offices if needed

Nice To Haves

2+ years of previous experience in a lead position
Knowledge of Medical terminology
Ability to work independently and maintain good judgment and accountability
Demonstrated ability to work well with health care providers and co-workers
Ability to be receptive to coaching moments
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

Directly reports to site manager
Partners with site manager to address and anticipate operational needs
Initiate consistent communication with leadership about office needs, staffing and daily operations
Ability to de-escalate patients, staff, etc
Ability to work in a fast-paced environment
Ability to track and understand metrics
Leading the Practice Support Team
Develops and maintains weekly schedule
Maintains and tracks PTO
Coordinates day-to-day operations for all front desks in the building, assigning daily tasks and responsibilities
Adjusts daily schedule when staff call out or for other reasons driving staff changes
Communicate daily staffing changes to the team and providers
Conduct daily meaningful huddles by rounding. Focus on staffing, patient flow, operational priorities, quality metrics and communication updates
Determines training and development needs for front desk and practice support staff, Including Epic workflows, system updates and best practices
Monitor and coach staff to develop staff to improve the patient experience, customer service and overall operational performance
Ensures that front desk staff are consistently performing assigned job functions and meeting practice expectations
Review DAR (Department Appointment Report) to ensure appropriate provider schedule setup and appointment availability
Ensure accuracy and timely completion by staff of scheduling, referrals, authorizations and follow-up visits
Assist with patient check-in and check-out when needed
Help resolve patient concerns, escalating to leadership when needed.
Track daily, weekly and monthly goals and performance
Work cohesively with team to achieve specific team goals and metrics
Using operational and soft data, identify front desk improvement opportunities
Submit appropriate tickets and service requests to address operational, facility, Epic and technology-related issues affecting workflow
Escalate unresolved issues through appropriate channels when tickets or requests are not completed within expected timeframes
Adhere to the standards identified via Sparq regarding Optum Employee Policies
Maintain strict confidentiality of all information obtained through patient record, patient interactions, physicians and staff communications in accordance with organizational policies and regulations
Provide effective communication to patient / family team members and other health care professionals as evidenced by documentation, case conferences, communication notes, and evaluations
Comply with administrative policies to ensure quality of care
All employees are expected to keep abreast on current medical requirements relevant to their position, which includes maintaining patient confidentiality and abiding by all HIPAA and OSHA requirements
Ability to travel to other offices if needed
Cross-train and help in other locations if needed
Performs other duties as assigned