Imaging Resource Specialist II

Hybrid in MA Optum 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. Join us to start Caring. Connecting. Growing together. Responsible for obtaining necessary authorizations for Imaging/Radiology exams. Ensures that all necessary documentation and preparatory activities have been completed and that proper authorizations are in the record before and/or after visits have occurred. Utilizes a thorough knowledge base on a range of referral‑related issues, keeping current on the policies and procedures of a multitude of current insurance payors. Research referral and provider information as needed. Also responsible for coordinating and facilitating the processing of patients with job related injuries or illnesses. Serves as the contact person for the patient, employer, insurer, utilization review agents, and practice staff members. Schedule: FT, 40 hours. Monday - Friday, 9:30am - 6pm Location: Training is 100% onsite for approximately the first 60 days. Once training is completed, will have options to work a hybrid schedule or fully remote (if hybrid, schedule will be confirmed by manager). When working / training onsite, will either be at 1177 Boston Providence Hwy Norwood, MA or 420 Libbey Parkway Weymouth, MA. If you reside near Norwood, MA, you’ll enjoy the flexibility of a hybrid‑remote position as you take on some tough challenges. Primary Responsibilities Answers multi‑queue phone lines to schedule and confirm patient appointments Schedules imaging appointments, determines appropriate appointment length, and reviews necessary pre‑test preparation with patient Manages referral work queue (WQ) lists in accordance with standard department authorization and outreach protocols/guidelines Ensures that proper referral statuses are utilized in order to maintain WQs is up to date Enter referral information in electronic medical records system (Epic), assigning or obtaining authorization numbers, updating referral information and processing renewals. May manage audit and tracking reports Contacts appropriate parties to obtain referral authorizations and verify coverage (e.g. the Authorization Services Unit (ASU), National Imaging Associates (NIA) or individual insurance companies). Certain departments may also need to contact additional outside agencies for approval (e.g. American Imaging Management or Med Solutions) Researches clinician encounter notes and past visit notes to determine if exams may be work or MVA related injuries, and obtain proper authorization from such payors when necessary Conducts thorough chart research to eliminate duplicate referral requests and maintain imaging WQ is up to date Responsible for managing STAT and urgent request prior authorizations, outreach and scheduling; documents appropriate updates in referral if authorization is pending or patient cannot be reached Performs all decision tree questions; documents all patient responses prior to scheduling. Identify cases for high‑risk review Using Solutions, schedules imaging appointments, determines appropriate appointment length, reviews necessary pre‑test preparation with patient, to include CT/MRI specific procedures Contacts the worker's compensation insurer to notify of testing, obtain information required to process the claim, and obtain pre‑certification for treatment and referral, where required Faxes requests and other inquiries relating to referrals and communicates with the physicians and clinicians to acquire authorization or to inform them of patient issues or clinical paperwork needed Manages imaging orders received from Non-Atrius Providers by entering orders into the Atrius EPIC system and ensuring that all necessary prior authorization information is present. Follows up with referring to the provider's office to obtain missing information when necessary Verifies that insurance information is accurate and up‑to‑date and contacts central registration to update insurance information as necessary Keeps patient and provider informed of status of all referrals (approved, pending or denied) Identifies issues regarding registration and referral information, processes billing, coding and other information required for billing insurance companies and patients Demonstrates a high level of competency when handling difficult phone calls and dealing with complex issues Demonstrates attention to detail and ability to problem solve complex cases involving frequent contact with a range of internal and external contacts as well as the need to understand terms and processes of multiple insurance payors Researches questions/concerns from patients regarding bills and determines if issue is related to the referral process. Assists in resolving billing and denied referral matters as they relate to the referral process. Refers patients to appropriate staff (e.g., patient account representatives) for billing issues related to insurance benefits and services covered under the benefits plan Acts as a resource on referral related issues. Ensures that clinicians have necessary information on benefit plan guidelines, preferred provider/vendor lists and other items needed to make informed referral decisions May complete WQ outreaches, notify patients of exam approvals (typically via myhealth messages) and ensure that patients are provided the appropriate number and prompt options to call back to schedule their studies Trains and orients new staff as needed Why Work for UnitedHealth Group? What are the reasons 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 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.) 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 1+ years of healthcare experience including working with various health insurance plans and CPT and ICD coding OR 1+ years of health care business office experience OR 1+ years of customer service experience in a healthcare setting Intermediate level of proficiency with Microsoft Office products, etc. Preferred Qualifications Experience with electronic medical records (e.g. EPIC) Experience with third party billing and collections Exposure to workers' compensation cases and procedures Previous experience in a job requiring the ability to multi‑task and prioritize activities Previous call center experience Skills Strong interpersonal, customer service, time management and organizational skills Familiarity with insurance coverage and health care terminology Excellent research capabilities on the internet need to determine insurance benefits and find provider information Ability to explain referral requirements to both staff and patients Ability to work independently as well as to network effectively internally with other department staff Ability to work with a high level of detail in a busy and demanding environment Ability to utilize electronic communication in a clear, accurate and professional manner (position requires constant electronic communication between staff, leadership and providers) *All Telecommuters 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‑ranging 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, 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 and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment. #J-18808-Ljbffr UnitedHealth Group