Senior Clerk - Receptionist

Senior Clerk

Explore opportunities with WellMed, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will be part of a team who shares your passion for helping people achieve improved health outcomes. Join us and discover the meaning behind Caring. Connecting. Growing together.

The Senior Clerk is responsible for quickly answering all calls and properly referring questions and issues to the appropriate back office staff. Serves as the first point of contact for the home health agency offering assistance to customers, physician office, patients, vendors and other staff members within the organization. Great customer service skills, attention to detail, and answering phone calls in a professional and courteous manner and have good communication skills and speed. Performs quality assurance on all referral processing to ensure minimal errors and provide feedback to central intake management of current team performance. Manages messages sent through messaging system TIGER CONNECT from the answering service and ensures they are distributed to the appropriate branch personnel through the TIGER CONNECT distribution groups. Enters patient information into current EMR.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

This will be 1:1 training with a senior lead then on-the-job training and the hours during training will be 8:00 am - 5:00 pm CST, Monday - Friday.

Primary Responsibilities:

• Collects, verifies, and records initial client information to include type of services, insurance, benefits, physician information, and patient demographics
• Assist in answering Inbound / Outbound calls to provide accurate, satisfactory answers to queries, concerns, and status of referral processing
• Requests the referral source fax, email, or utilize referral platforms for orders on all patients
• Review of new authorizations received for patient care visits for accuracy and uploads into patient EMR
• Reviews and enters home health non - admissions into current EMR
• Supports home health intake specialist with reviewing and entering new home health referrals
• Performs quality assurance on all referral processing to ensure minimal errors and provide feedback to central intake management of current team performance
• Able and willing to train all new employees for the home health receptionist position as well as provide refresher training when needed
• Contacts the patient to verify information to include address, insurance, pertinent information and provides a date for their first initial visit with the clinician
• Enters all data entry of patient information into EMR and uploads any necessary paperwork pertaining to patient information for clinician review
• Knowledgeable and able to navigate eligibility portals for patient information / authorization information: eCW ; naviHealth ; Avality ; EPRG ; Trucare ; Waystar; UHC, Alscripst, Careport, Curaspan, Leading Reach
• Maintain great customer service, attention to detail, answer phone in a professional and courteous manner, good communication skills and speed
• Manages messages sent through messaging system TIGER CONNECT from the answering service and ensures they are distributed to the appropriate branch through the TIGER CONNECT distribution groups
• Responsible for reviewing and renaming all faxes that come through right fax and assign to appropriate intake specialist
• Review new web referrals from facility platforms, rename and assign to the appropriate intake specialist
• Perform general clerical duties in support of patient services; These include, but are not limited to, answering phones, copying, faxing, and reviewing incoming patient referral documentation for accuracy
• Responsible for checking email, TIGER CONNECT, team messaging system and voicemail to respond to time - sensitive messages from customers, leadership, lower - level management
• Assist in obtaining authorization for skilled nursing visits, therapy visits, and home health aide visits
• Ability to promote and maintain a positive attitude and encourage others to do the same
• Performs other job duties as assigned by direct supervisor
• Attends all required in-service training programs to maintain comprehensive home healthcare knowledge base
• Demonstrates effective time management skills by completing assignments within projected timeframes
• Expresses verbal and written communication in a clear, positive, and cooperative manner
• Demonstrates personal responsibility with regard to attendance and punctuality and adheres to the code of conduct policy set forth by UHG
• Promotes Agency philosophy, mission statement, and administrative policies
• Maintains privacy and confidentiality with regard to all patients, their families, staff, and Agency information
• Promotes the Agency image by adhering to the Dress Code Policy
• Follows the appropriate chain of command in all forms of communication
• Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others or in place of others as necessary

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction 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 equivalent work experience
• Must be 18 years of age OR older
• 1+ years of experience in a healthcare, medical office OR home health back office administrative duties
• 1+ years of experience with Microsoft Word / Microsoft Excel processing software
• Ability to effectively understand and follow both written and verbal instructions in English
• Skilled in the use of computer terminals and common office devices, including printers, fax machines, and copiers
• Ability to work onsite at 19500 W Interstate, San Antonio, TX 78257
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Medical terminology knowledge
• Knowledge of general office procedures
• Bilingual fluency in English and Spanish

Soft Skills:

• Typing skills should be at a minimum speed of 25 - 30+ WPM

Physical and Work Environment:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Ability to remain seated for prolonged periods and maintain concentration to task
• Ability to distinguish impressions of shape, size, distance, motion, color, and other characteristics of objects, through the eyes. Major visual functions must include far sight acuity and near acuity
• Must have sufficient dexterity and visual acuity to operate office machines
• Ability to lift 25 lbs
• Ability to work in a stressful environment
• Positive work environment is promoted for all Agency employees
• Performs duties in office environment during Agency operating hours
• Noise level may be moderately high
• Requires ability to handle stressful situations with calmness and courtesy at all times
• Occasional need to work extended hours
• Ability to maintain flexibility and adaptability to the work environment is critical

Pay 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). The hourly pay for this role will range from $16.15 - $28.80 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, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment