Patient Care Coordinator

Senior Patient Care Coordinator

Optum NY/NJ is seeking a Senior Patient Care Coordinator to join our team in Poughkeepsie, NY. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

Optum has an immediate opening for a friendly, patient focused and detailed Senior Patient Care Coordinator to join our team. The Senior Patient Care Coordinator is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals. Will be reporting to site manager and will be assisting in leading front desk staff in a multi-specialty healthcare facility.

Schedule: This is a 40 hour a week position Monday through Friday between the hours of 8:00 am - 5:00 pm.

Location: 30 Columbia Street, Poughkeepsie, NY 12601

Primary Responsibilities:

• Directly reports to site manager
• Partners with site manager to address and anticipate operational needs
• Initiates consistent communication with leadership about office needs, staffing and daily operations
• Ability to de-escalate patients, staff, etc
• Ability to work in a fast-paced environment
• Ability to track and understand metrics
• Leading the Practice Support Team
  • Develops and maintains weekly schedule
  • Maintains and tracks PTO
  • Coordinates day-to-day operations for all front desks in the building, assigning daily tasks and responsibilities
  • Adjusts daily schedule when staff call out or for other reasons driving staff changes
  • Communicate daily staffing changes to the team and providers
  • Conduct daily meaningful huddles by rounding. Focus on staffing, patient flow, operational priorities, quality metrics and communication updates
• Training and Development
  • Determines training and development needs for front desk and practice support staff, including Epic workflows, system updates and best practices
  • Monitor and coach staff to develop staff to improve the patient experience, customer service and overall operational performance
• Ensures that front desk staff are consistently performing assigned job functions and meeting practice expectations
• Patient Services and Front Office Operations
  • Review DAR (Department Appointment Report) to ensure appropriate provider schedule setup and appointment availability
  • Ensure accuracy and timely completion by staff of scheduling, referrals, authorizations and follow-up visits
  • Assist with patient check-in and check-out when needed
  • Help resolve patient concerns, escalating to leadership when needed.
• Daily Office Responsibilities
  • Track daily, weekly and monthly goals and performance
  • Work cohesively with team to achieve specific team goals and metrics
  • Using operational and soft data, identify front desk improvement opportunities
  • Submit appropriate tickets and service requests to address operational, facility, Epic and technology-related issues affecting workflow
  • Escalate unresolved issues through appropriate channels when tickets or requests are not completed within expected timeframes
• Other Workplace Expectations:
• Adhere to the standards identified via Sparq regarding Optum Employee Policies
• Maintain strict confidentiality of all information obtained through patient record, patient interactions, physicians and staff communications in accordance with organizational policies and regulations
• Provide effective communication to patient / family team members and other health care professionals as evidenced by documentation, case conferences, communication notes, and evaluations
• Comply with administrative policies to ensure quality of care
• All employees are expected to keep abreast on current medical requirements relevant to their position, which includes maintaining patient confidentiality and abiding by all HIPAA and OSHA requirements
• Ability to travel to other offices if needed
• Cross-train and help in other locations if needed
• 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 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
• 2+ years of computer proficiency experience (multi-task through multiple applications including Microsoft Outlook, Excel, and Word)
• 2+ years of experience working in medical office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• 2+ years of previous experience in a lead position
• 1+ years of experience working with an electronic health record (EPIC)
• Ability to work set schedule and arrive on time
• Ability to travel to other offices if needed

Preferred Qualifications:

• Knowledge of Medical terminology

Soft Skills:

• Ability to work independently and maintain good judgment and accountability
• Demonstrated ability to work well with health care providers and co-workers
• Ability to be receptive to coaching moments
• Strong organizational and time management skills
• Ability to multi-task and prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• 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

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 $20.00 to $36.00 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 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.