Float Patient Care Coordinator

Float Patient Care CoordinatorOptum 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.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, MAPrimary 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 lineScreens 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 callAdheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supporting the needs of our patientsInitiates 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 processesDocuments 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 careReviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insuranceEffectively deescalates issues with upset patients and practicesUse 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 supervisorParticipates in resolving operational difficulties and communicate with supervisor regarding department issues/ problems and opportunities for improvementDevelops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agenciesParticipates in problem solving activities, focusing on productivity and qualityWorks with supervisors to ensure continuous improvement of the departmentAttends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environmentCustomer Service: 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 solvingAbility to remain calm in stressful situationsDecision Making: 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 importanceProblem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedentsWritten Communications: Ability to summarize and communicate moderately complex information in varied written formats to internal and external customersOral Communications: Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customersKnowledge: Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situationsTeamwork: 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 membersComply with health and safety requirements and with regulatory agenciesComply with established departmental policies, procedures, and objectivesEnhance professional growth and development through educational programs, seminars, etc.Attends a variety of meetings, conferences, and seminars as required or directedRegular, reliable and predictable attendance is requiredPerforms other similar and related duties as required or directedReasons To Consider Working For UnitedHealth Group:Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:Paid Time Off which you start to accrue with your first pay period plus 8 Paid HolidaysMedical Plan options along with participation in a Health Spending Account or a Health Saving accountDental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage401(k) Savings Plan, Employee Stock Purchase PlanEducation ReimbursementEmployee DiscountsEmployee Assistance ProgramEmployee Referral Bonus ProgramVoluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:High School Diploma/GED (or higher)1+ years of customer service, healthcare, and/or administrative experience1+ years of experience with Epic EMR softwareAbility to float to the following practices in the area whenever needed depending on business need: Leominster, Worcester, Holden, Auburn, Webster and Shrewsbury sitesAccess to reliable transportation & valid US driver's licensePreferred Qualifications:2+ years of experience with customer service1+ 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 recordsIntermediate level of computer proficiency including MS Word, Excel, Outlook and the ability to use multiple web applicationsSoft Skills:Ability to work independently and maintain good judgment and accountabilityAbility to prioritize tasks to meet all deadlinesAbility to work well under pressure in a fast-paced environmentDemonstrated ability to work well with health care providersStrong organizational and time management skillsExcellent 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 othersPay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.98 to $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.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,