Employer: UnitedHealth Group
The Access Department Coordinator for Optum Everycare is responsible for the coordination in provider scheduling and template management. The Coordinator is responsible for promoting high standards of practice that could include, but is not limited to, following policies/protocols/practice guidelines and following/monitoring alignment with accreditation standards. The Coordinator will provide service excellence, patient access, ensure regulatory compliance, and provide an exceptional patient experience. S/he will work closely with administrative staff regarding providers and support staff in collaboration with medical leadership. The Coordinator will partner with the Workforce Management team and the Optum Everycare Business Scheduling Analyst, and credentialing to achieve the goal of improved patient access.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Has a contagious and positive work ethic, inspires others, and models the MedExpress/Optum Care/UHG values
- Demonstrates effective verbal and written communication that is clear, well-organized, and demonstrates an understanding of audience needs
- Through genuine and positive communication, makes each customer feel informed, understood, and special
- An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
- Outcome oriented; meets deadlines, is self-directed and productive
- Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals
Administrative Activities:
- Coordinate and participate in virtual patient care delivery
- Will rotate on-call shifts for same day and after-hours scheduling changes. Shifts will include weekends, holidays, and after-hours
- Ability to cross-train to other departments to better support various areas of the business (i.e. Care Navigator role)
- Assist in the implementation and execution of an effective, patient centric provider template scheduling and management process
- Assist in organizing and following integrating practices to assure continued compliance with applicable State and Federal laws governing medical services
- Assist in organizing and integrating the Optum Everycare Program with other Optum Care Delivery Organizations as applicable
- Identify access barriers related to templates and optimize the use of EMR functionality specifically related to scheduling/access
- Partner and collaborate with the Clinical Care Team to ensure daily coverage to support the initiative
- Report quality of care issues promptly to appropriate leaders
Operational Efficiency of Clinical Operations:
- Assist with capacity management/scheduling issues that may arise
- Assist in ensuring accurate provider scheduling availability for our vUC, vPC, and vBH program
- Remain up to date on issues pertaining to OEC scheduling, billing procedures, and documentation guidelines
- Responsible for the initial build and maintenance of physician schedule templates within EMR
- Evaluate incoming template requests and coordinate the change request through completion
- Identify and complete necessary modifications to scheduling templates
- Work directly with the Supervisor, Access Department to improve workflows and access
- Meet and exceed service level agreements when making scheduling updates and resolving scheduling requests
- Document and revise master files to track changes and ensure they are always up to date
- Collaborates with scheduling team to modify visit types, blocks, departments, and other scheduling functionalities
- Assist in the development and review of access scheduling protocols and procedures
- Assist in strategic planning of scope evolution and new clinical initiatives and services as well as process improvement for provider scheduling and licensure
- Assist in the tracking and updating of provider licensure
Delivery of Patient Care:
- Monitor patient satisfaction scores and analyze for opportunities for improvement
- Monitor for consistency in care delivery and the transition of care along the continuum
- Assists in obtaining accreditation and monitoring compliance
- Assists with compliance, quality of care concerns and risk management issues
Required Qualifications:
- High School Diploma or equivalency (GED)
- 1+ years of customer service OR experience in a medical office setting
- Experience in policy/procedure review/creation
- Working knowledge of HIPPA, OSHA, and State/Federal laws governing medical services
- Understanding of management of patient complaints and incident reporting as risk management strategies
- Solid commitment to customer service and excellence in healthcare
- Computer literate in electronic mail, word processing, and office management system software
- Adequate vision, speech, hearing, and overall physical condition to meet core duties of the position
- Solid analytical analysis skills
Preferred Qualifications:
- Bachelor’s Degree in a health-related field or business
- Experience in virtual care; telehealth or telemedicine and/or asynchronous care
- Ability to communicate effectively both verbally and in writing
- Self-motived, self-starter with the ability to manage work independently
Working Conditions:
Telecommute. Requires working in a remote setting. Requires the ability to sit for hours at a time, (with some bending and stooping), ability to use manual dexterity in relation to clinical requirements. Requires solid internet connection and a workstation to appropriately set-up laptop and monitors. Hours may vary based on location, patient volume and business needs.
Working Relationships:
Will interact with Optum Everycare leadership, administrative team members and staff, center and clinical and medical leadership, and other Care Delivery Organizations. Will work closely with members of Optum, UHC, and UHG as well as external vendors and other third parties.
To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
OptumCare and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.