Patient Care Coordinator

Patient Care Coordinator at Optum

Optum is a global organization dedicated to delivering care aided by technology, helping millions live healthier lives. Joining our team means directly improving health outcomes by connecting individuals with essential care, pharmacy benefits, data, and resources. At Optum, you'll discover a culture rooted in inclusion, surrounded by talented peers, comprehensive benefits, and ample career development opportunities. Come make a significant impact on the communities we serve as we advance health optimization globally. Join us to start Caring. Connecting. Growing together.

Optum is actively seeking a Patient Care Coordinator to enhance our expanding Medical Specialties team. We are at the forefront of transforming healthcare nationally while delivering physician-led care locally. Work with the world's largest care delivery organization and begin doing your life's best work.

About the Role

This position encompasses a full spectrum of administrative support services for a clinic or site. Key responsibilities include checking patients in and out, meticulously scheduling patients for medical procedures, tests, and associated ancillary services, along with other related duties. The Patient Care Coordinator will manage incoming telephone calls for the department within the assigned queue, collaborating with the supervisor and other staff to consistently meet established metric expectations for phone service. A crucial aspect of this role involves proactively resolving patient complaints and providing clear education on processes and department scheduling procedures to ensure the highest level of patient and customer satisfaction.

Work Schedule & Location

This is a full-time position, requiring 38.75 hours per week, Monday through Friday. You will be required to work an 8-hour shift daily, scheduled between the hours of 7:45 AM and 5:00 PM. This role is located at 4 Brotherton Way, Auburn, MA.

Key Responsibilities

• Supports a high volume of calls, typically for a defined region or department, with backup support to a sister region or department, adhering to productivity standards.
• Screens all incoming patient inquiries (via phone, MyChart) to determine appropriate handling by the Patient Service Representative or referral to other team members, including chart review.
• Adheres to service line booking guidelines to ensure clinic utilization is optimized safely and effectively while meeting patient needs.
• Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and other administrative needs submitted by patients, following standard work processes.
• Documents details of each call in the patient's electronic medical record using both service line documentation tools and free text to ensure coordinated care.
• Reviews and facilitates the updating of missing or outdated patient information, including demographics, primary care physician selection, and insurance.
• Effectively deescalates issues with upset patients, using advanced listening techniques to understand concerns and offer available options.
• Participates in resolving operational difficulties and communicates department issues, problems, and improvement opportunities to the supervisor.
• Develops and maintains effective and efficient communication with patients, the interdisciplinary team, department staff, providers, and other agencies.
• Participates in problem-solving activities, focusing on productivity and quality, and works with supervisors for continuous department improvement.
• Attends required team and/or regional meetings to learn new workflows and stay connected with teams.

Required Qualifications

• High School Diploma/GED (or higher)
• 1+ years of customer service, healthcare, and/or administrative experience
• 1+ years of experience with Epic EMR software
• Access to reliable transportation

Preferred Qualifications

• 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

Soft Skills

• Ability to work independently, maintaining good judgment and accountability
• Ability to prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• Demonstrated ability to work well with health care providers
• Strong organizational and time management skills
• 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

Compensation & Benefits

Pay is determined by various factors including local labor markets, education, work experience, and certifications. In addition to your competitive salary, Optum offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). You'll find a wide array of benefits and incentives tailored to support you. The hourly pay for this role ranges from $17.98 to $32.12 per hour, based on full-time employment, and we comply with all applicable minimum wage laws.

Some of our offerings include:

• Paid Time Off, accrued from your first pay period, plus 8 Paid Holidays
• Medical Plan options, Health Spending Account, or Health Savings Account
• Dental, Vision, Life & AD&D Insurance, 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.)

Key skills/competency

• Patient Scheduling
• Medical Procedures
• Electronic Medical Records (EMR)
• Customer Service
• Administrative Support
• Communication Skills
• Problem Solving
• Prior Authorization
• Referral Management
• Healthcare Coordination