Do you have compassion and a passion to help others?Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life's best work.(sm)

OptumCare is succeeding at helping people live healthier lives by taking a different approach to

health care. OptumCare uses a common sense approach, focused on avoiding jargon, finding more efficient ways to operate, and providing great, in-the-moment service. We provide that service by making sure serving our patients and providers is always the first priority. Each department works from the same central idea: "How does this affect the service we provide?" Because of the extreme commitment to service, OptumCare focuses on recruiting passionate employees who will take advantage of being empowered to provide the highest level of service at each and every step.

This position is full-time (40 hours/week) Monday-Saturday.Employees are required to have flexibility to work any of our 8.5-hour shift schedules during our normal business hours of 8:00 a.m. - 8:00 p.m. Monday to Friday and 9:00 a.m. to 1:00 p.m. Saturday in the Eastern Time Zone. It may be necessary, given the business need, to work occasional overtime.

Primary Responsibilities:

• Schedule, reschedule, and cancel medical appointments using electronic medical record software and following precise scheduling rules
• Verify and update demographic, insurance, and other patient information
• Register new patients for services
• Review patient charts, patient encounter messages and ambulatory referral orders
• Resolve or escalate customer issues related to
• Medication refill
• Orders for specialty and diagnostic services
• Laboratory services
• Escalate calls needing clinical triage
• Make outbound calls to schedule future appointments based on pending orders for service
• Confirm caller identify and authorization to receive information under HIPAA rules
• Release information only as allowed under HIPAA rules
• Conduct three-way calls with medical translators for patients unable to speak language of employee
• Transfer callers to appropriate department
• Communicate with provider offices via electronic messaging and telephone
• Meet departmental standards for production and quality.
• Meet departmental standards for schedule adherence.
• Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
• Ensure patient access to care. This is done by:
  • scheduling medical appointments, resolving medication and referral issues, and owning customer service inquiries through to resolution. The employee specifically contributes to organizational/departmental success through
  • Efficient patient access to care
  • Responsive phone service
  • Patient satisfaction
  • Policy/process identification and improvement
  • Ongoing quality improvement for customer care interactions
• Perform other duties as assigned

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.