Imaging Resource Specialist I 2349558 | Norwood, MA | Atrius Health

Imaging/Radiology Scheduling Coordinator

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 ensuring that imaging/radiology patients are accurately scheduled for their tests and registered into the practice management system. The scheduling responsibilities include conducting patient safety assessments, determining appropriate appointment length, and providing patient testing instructions. Delivers excellent customer service and support to patients, clinicians, and technologists, with primary responsibility for answering phones, scheduling and managing appointments including appropriate follow-up appointments, and conducting outreach calls on behalf of the radiology department. Able to work independently by demonstrating a high level of competence in all support roles. Works to improve radiology clinical and clerical operations through coordination of contact between technologists, patients and referrals.

Schedule: FT, 40 hours. Monday - Friday, 9am - 5:30pm

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
• Interviews patients or representatives using communication skills effectively and professionally to complete MRI and CT safety assessments. Identifies cases for high-risk clinical review
• Reviews lab results prior to CT imaging exams and places lab orders when not yet available, informing patients of such requirements prior to their visits
• Informs patients of copayment and remaining deductible amounts prior to their appointments
• Demonstrates a high level of competency when handling difficult phone calls and dealing with complex issues
• Manages referral work queue (WQ) lists and outreaches patients to schedule imaging studies by utilizing standard department authorization and outreach protocols/guidelines
• Completes all WQ outreach protocols, ensuring that proper referral statuses are utilized and that referrals are closed out properly upon completion of outreaches in order to maintain WQs clean and up-to-date
• Remains current on participating insurer requirements and procedures. Explains insurance issues to patients and help them understand the referral networks. Maintains knowledge of reference base for referral authorizations
• Reviews referral information from clinicians for pertinent information regarding imaging/radiology tests and procedures
• Verifies that insurance information is accurate and up-to-date and contacts central registration to update insurance information as necessary
• Conducts thorough chart research to eliminate duplicate referral requests and maintain imaging WQ up-to-date
• Keeps patient and provider informed of status of all referrals (approved, pending or denied)
• 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
• 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
• Trains and orients new staff as needed. May also be involved in interviewing and onboarding of new staff
• Demonstrates proficiency with RIS, EPIC and CADENCE
• Performs functions of a Radiology Aide I
• Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information
• Works in a normal office environment with frequent interruptions
• Performs other duties as assigned

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 customer service or healthcare experience
• Intermediate level of proficiency with Microsoft Office products, etc.

Preferred Qualifications:

• Prior experience in a medical/clinical setting
• Previous experience in a job requiring the ability to multi-task and prioritize activities
• Previous call center experience

Soft Skills:

• Familiarity with medical terminology
• Strong interpersonal, customer service, time management, computer and organizational skills
• Familiarity with EPIC or aptitude to master
• Works in a busy medical/clinical office environment with constant contact with patients and clinicians and frequent interruptions

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 to $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 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.