Senior Patient Care Coordinator

UnitedHealth Group • Brewster, NY

22h • $20 - $36 • Onsite

About The Position

Optum NY/NJ is seeking a Senior Patient Care Coordinator to join their team in Brewster, NY. Optum is a clinician-led care organization focused on improving healthcare delivery. As part of the Optum Care Delivery team, you will contribute to making healthcare better for everyone, supported by the resources of a global organization. The role involves empowering patients to live healthier lives and offers the fulfillment of community health advancement alongside the excitement of contributing new practice ideas. 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

• Knowledge of Medical terminology
• 1+ years of previous experience in a lead position
• 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, report and understand metrics
• 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.
• Ability to schedule training workshops
• 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, deescalate patient concerns and escalate 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

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: Senior
• Education Level: High school or GED