Clinical Practice Performance Coordinator

4 weeks ago


Southaven, Mississippi, United States Optum Full time

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our team is dedicated to improving health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. We strive to create a culture guided by diversity and inclusion, where talented peers, comprehensive benefits and career development opportunities thrive. As a Clinical Practice Performance Coordinator, you will play a critical role in advancing health equity on a global scale.

This is a full-time position (40 hours/week), Monday-Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am-5pm CT. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Key Responsibilities:

  • Assist in the review of medical records to highlight opportunities for improvement
  • Collect and analyze data to identify quality gaps and areas for improvement
  • Work with healthcare providers to ensure quality measures are followed and gaps in care are addressed
  • Track appointments and document information completely and accurately in all supported systems
  • Optimize customer satisfaction and positively impact productivity
  • Partner with leadership and practice staff to determine strategies to support the practice and our members
  • Interact with UHC members via telephone to assist and support an appropriate level of care
  • Answer inbound calls from members and/or providers regarding appointments
  • Communicate scheduling challenges or trends that may negatively impact quality outcomes
  • Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs
  • Provide ongoing support and education to team members and assist in removing barriers in care
  • Manage time effectively to ensure productivity goals are met
  • Ability to work independently in a virtual setting and problem-solve to resolve issues
  • Identify and seek out opportunities to improve call efficiency
  • Adhere to corporate requirements related to industry regulations and HIPAA
  • Data analysis required for multiple system platforms to identify open quality opportunities
  • Appointment coordination for specialist appointments and scheduling members for local market clinic events
  • Participate in department campaigns to improve overall quality improvements

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. We offer comprehensive benefits and career development opportunities to help you grow and advance in your career.

Required Qualifications:

  • High School Diploma/GED
  • Must be 18 years of age or older
  • 2+ years of telephonic customer service experience
  • 1+ years of healthcare background with medical terminology and clinical issues familiarity
  • 1+ years of working experience with ICD-9/10 and CPT Codes
  • 1+ years of working experience with knowledge of HIPAA compliance requirements
  • 1+ years of working experience with Microsoft Tools: Microsoft Word and Microsoft Outlook
  • Experience with navigating, filtering and analyzing reports in Microsoft Excel
  • Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am-5:00pm CT

Preferred Qualifications:

  • 1+ year experience as a pharmacy tech
  • Experience working in a physician, provider, and/or medical office
  • Medical Assistant
  • LPN
  • EMR and HEDIS knowledge and experience
  • Pharmacy tech license

Soft Skills:

  • Strong data entry skills, with a typing speed of at least 45-50 WPM
  • Demonstrated ability to identify with a consumer in order to understand and align with their needs and realities
  • Demonstrated ability to perform effective active listening skills to empathize with the customer in order to develop a trust and respect
  • Demonstrated ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done in order to achieve goal(s)
  • Demonstrated ability to turn situations around and go above and beyond to meet the needs of the customer
  • Good Attendance Record


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