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Medical Assistant Clinical Support Services

4 months ago

Torrance, United States Optum Full time

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.


Positions in this function assist in the care of the patient by following through on provider orders for treatments and follow up. Individuals may be responsible for managing the schedule, care coordination, managing task queues, and assisting with referrals. Individuals in this function typically have certification as a Medical Assistant. May also be responsible for administrative tasks of department. Employees are involved in virtual patient care.


If you are located in Torrance area or in California, you will have the flexibility to work remotely* as you take on some tough challenges.


Primary Responsibilities:

  • Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care, and concern with every internal and external customer
  • Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate
  • Assists other Medical Assistants, Advanced Practice Clinicians and Supervisors with daily workload as needed to resolve and/or document patient issues
  • Recognizes financial, medical, and legal risks based on data collected during customer interactions and follows appropriate procedures
  • Resolves a wide variety of customer service issues
  • Utilizes Optum systems to resolve customer needs such as appointments, authorizations, eligibility, and referrals
  • Utilizes resource center and relevant websites
  • Translates oral information into concise and accurate written documentation per guidelines
  • Escalates issues to clinicians and assists the Advanced Practice Clinicians (APC) and Telehealth Nurses (THN) as necessary
  • Data entry into system and processes paperwork as necessary
  • Accesses language line for non-English patients as needed
  • Understands the roles and responsibilities of Optum internal departments
  • Manages own work queues within set productivity guidelines
  • Demonstrates customer service-oriented behavior at all times
  • Uses, protects, and discloses Optum patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
  • Performs additional 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.

Required Qualifications:

  • Completion of a Medical Assistant program
  • 2+ years of customer service experience
  • 1+ years of experience working as a Medical Assistant
  • Basic knowledge of anatomy and physiology, including medical terminology


Preferred Qualifications:

  • Electronic Medical Records (EMR) experience
  • Bilingual English/Spanish

Knowledge, Skills, Abilities:

  • Computer literate
  • Proficient in Microsoft applications (Word, Excel, Outlook)
  • Solid data entry skills
  • Ability to type 35-40 wpm
  • Ability to work in rotating shifts
  • Customer service-oriented
  • Excellent verbal and written English communication skills
  • Ability to demonstrate active listening skills
  • Excellent telephone skills and telephone etiquette
  • Ability to handle difficult customer situations in a positive manner
  • Ability to maintain composure in a challenging situation
  • Excellent problem-solving skills
  • Organized, detail-oriented and task-oriented
  • Ability to multi-task and be flexible
  • Self-motivated and team player
  • Knowledge of medical terminology preferred
  • Bilingual preferred (English/Spanish)

Special Duties:

  • Review and schedule appointments, call patients with appointment information
  • Assist with coordination between patient and site for diagnostic orders
  • Manage task queue
  • Call patients with results and recommendations provided by clinician when appropriate
  • Assist clinician with expediting and following up on referrals
  • Follow up with patients regarding specialist appointments, home health services outreach, or DME supply delivery; then, updating patient's PCP via task
  • Communicate with PCP sites and inform Care Teams of urgent tasks
  • Telephonically pre-screen patients as directed
  • Assist in locating contracted UCCs for patients
  • Assist THN with appointment scheduling
  • Assist THN with responding to administrative and non-triage related task types (RX refilled, normal labs, seasonal vaccine clinic schedule and locations, etc.)
  • Administrative work as directed


*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy


California Residents Only: The hourly range for this role is $16.00 to $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.


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.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.


OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.