Clinical Administrative Coordinator

Clinical Administrative Coordinator

This position is remote in EST, CST, or MST. You will have the flexibility to work remotely as you take on some tough challenges.

Optum Home & Community Care is creating something new in health care. We are uniting industry-leading solutions to build an integrated care model that holistically addresses an individual's physical, mental, and social needs - helping patients access and navigate care anytime and anywhere.

As a team member of our Care Transition product, you'll help change the way health care is delivered from hospital to home supporting patients transitioning across care settings. This life-changing work helps give older adults more days at home.

We're connecting care to create a seamless health journey for patients across care settings. Join our team, it's your chance to improve the lives of millions while Caring. Connecting. Growing together.

The Clinical Administrative Coordinator serves as the main point of contact for healthcare providers and members that are receiving post-acute services. In addition, the Clinical Admin Coordinator role serves as administrative (non-clinical) support for the remote clinical services team. This role is responsible for providing direct support to the multi-disciplinary team to anticipate and plan for continuum of care and discharge needs and communication with providers and clients. The Clinical Admin Coordinator is responsible for processing inbound and outbound communication (i.e., telephonic, fax, electronic notifications and letters), maintaining accuracy of database documentation and the completeness of the medical record and Home & Community Care documentation system.

This position is full time, Thursday - Sunday. Employees are required to have flexibility to work any of our 10-hour shift schedules during our normal business hours of 7:30 am - 6:00 pm CST. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 2 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Manage inbound and/or outbound telephone communication in a professional manner and according to productivity and quality standards
• Process inbound and/or outbound electronic data and communication (i.e., faxes, emails, and electronic communication) according to productivity and quality standards
• Enter, review and/or verify member information in the Home & Community Care documentation system and communicate approved pertinent information with healthcare providers and/or Home & Community Care team as needed
• Enter and/or update any required data into the Home & Community Care documentation system accurately and in a timely manner
• Complete administrative documentation for member records including but not limited to disenrollment, transitioning, creating/updating authorization, attaching documents (i.e., medical records), and logging therapy information
• Assist in a smooth coordination of members care between health providers and the health plan
• Establish relationships and communicate, when appropriate, to providers, clients and/or Home & Community Care field/care management staff as defined by departmental policy and process
• Triage inbound calls/emails, manage provider/member inquiries/requests, and resolve or escalate to appropriate Home& Community Care team or health plan personnel
• Run and/or review any reports to monitor/complete responsibilities as outlined in departmental processes
• Act as a preceptor and mentor to new colleagues during the initial training period
• Serve as the first line of peer support for operational and procedural questions and/or concerns
• Follow chain of command when provider/member issues or concerns are reported
• Functional team queue reviews to determine reallocation of resources and review for extended tag times as assigned by supervisor
• Assist with reviews of task assignments, SLA/TAT and volume updates (to provide coverage for Clinical Administrative Coordinator Senior)
• Create and maintain training materials
• Conduct quality audits where applicable (this may not apply to all functional areas)
• Conduct ad hoc corrections as assigned by supervisor
• Peer coaching as assigned by supervisor
• Conduct team engagement exercises as assigned by supervisor
• Suggest agenda topics for team meetings
• Cover specialized tasks/functions as assigned by supervisor
• Assist with Sales Force Tickets where applicable
• Assist with time studies (along with oversight by supervisor and manager)
• Assist with follow up and/or escalation calls or emails as needed
• Attend Home & Community Care meetings as requested
• Adhere to organizational, departmental, compliance and regulatory policies and procedures
• Promote a positive attitude and work environment
• Perform other duties and responsibilities as required, assigned, or requested

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 call center environment
• Ability to communicate with clients, team members and managers using telephone or comparable communication devices such as email, Microsoft Teams, Fax and/OR other system messaging programs
• Ability to work any of our full time, 10-hour shift schedules during our normal business hours of 7:30 am - 6:00 pm CST from Thursday - Sunday, including the flexibility to work occasional overtime or weekends given the business need

Preferred Qualifications:

• Familiarity with medical terminology and HIPAA laws
• Experience in healthcare setting
• Experience with working in a high-volume production-based environment
• Experience with meeting expected performance goals
• Written and verbal communication skills
• Critical thinking skills
• Proficient with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams
• Detail-oriented and ability to correctly interpret data and information in the Home & Community Care documentation system
• Ability to prioritize, plan, and organize multiple tasks/demands simultaneously
• Ability to use office equipment, such as copier, fax machine, telephone, and scanner (if applicable)

Telecommuting Requirements:

• Reside within the Eastern, Central, OR Mountain Time Zone
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)

Physical and Work Environment:

• Have a location/workspace in the home that is separate from non-workspace areas and can be secured to maintain PHI/PII security and avoid non-work interruptions
• Live in a location that can receive a high-speed internet connection using a UnitedHealth Group or approved Internet Service Provider (ISP)
• Ability to remain stationary for extended time periods (2 - 3 hours)
• Telecommuting is not to be used as a substitute for child or dependent care. In order to dedicate full attention to work duties, employees must establish or continue regular child or dependent care arrangements while telecommuting.

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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). 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 $18 - $32 per hour based on full-time employment. We comply with all minimum wage laws as applicable