Patient Outreach Coordinator

2 months ago

Diamond Bar, United States Optum Full time

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
25,000 senior patients who require regular appointments to address quality care measures and manage chronic conditions.
One Patient Outreach Coordinator is required to support an Advanced Practice Clinician. Currently, our LANE team includes five APCs and one being recruited but only two POCs to support their scheduling needs.
Call center environment – making outbound calls to senior population.  Some inbound but mostly outbound duties as assigned
This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 440 E Huntington Drive, Suite 200, Arcadia, CA.
We offer 2-3  weeks of paid training. The hours during training will be 8:00am to 5:00pm, Monday - Friday.  Training will be conducted onsite.
Primary Responsibilities:

Answer 80-100 OUTBOUND phone calls per day from customers and identify the type of assistance the customer needs
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 

This role is equally challenging and rewarding. Within a high volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.
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
Must be 18 years of age OR older
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
6+ months experience using Microsoft Excel 
6+ months Customer Service Experience using phones and computers as the primary job tools
Ability to work onsite at 440 E Huntington Drive, Suite 200, Arcadia, CA
Ability to work our normal business hours of 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime or weekends

Preferred Qualifications:

Prior health care experience ideally with the Senior population
Bilingual fluency in English/ Cantonese, Mandarin OR Spanish
Experience in sales 

Soft Skills:

Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Skilled in problem solving to quickly assess current state and formulate recommendations

California Residents Only: The hourly range for this is $16.00 - $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: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, 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.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
#RPO #RED

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