Patient Care Coordinator

2 weeks ago


Milford, Massachusetts, United States Optum Full time
Optum Job Opportunity

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. Our mission is to help people live healthier lives and make the health system work better for everyone.

Job Summary

We are seeking a friendly, patient-focused and detail-oriented Patient Support Specialist to join our team. The Patient Support Specialist is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals.

Responsibilities
  • Verifies and updates demographics and other patient information including necessary consent and other documents
  • Schedules patients accurately, according to department protocols and provider preference
  • Completes patient check-out, coordinates scheduling, and other services as directed. Manages and updates the Department Appointment Report
  • Provides education, estimate preparation, and other pre-appointment instruction as needed
  • Receives and addresses patient-care-related telephone calls. Provides routine information on procedures and standard policies and refers matters to the appropriate person within the department/site
  • Resolves patients' questions regarding clinic schedules and billing concerns; handles requests for prescription refills, reschedules appointments, etc
  • Accurately and appropriately documents information in the electronic medical record system
  • Receives and processes incoming and outgoing insurance referral requests based on department protocol. Collaborates with staff, patients, and providers as needed to complete requests. Completes follow-up and documentation as needed
  • Understands basic insurance concepts such as capitated patients, co-payment, co-insurance, and identifying scheduling procedures impacted by insurance like prior authorization and referral coordination. Able to educate patients on these concepts and set appropriate timeline expectations
  • Processes personal in-basket and department pool encounters in Epic in a timely and appropriate manner
  • Processes department and provider mail and faxes in a timely and appropriate manner
  • Able to identify when patient-related issues need urgent attention and escalate to nursing or provider and/or leadership as needed
  • Complies with health and safety requirements and with regulatory agencies such as DPH, etc
  • Complies with established departmental policies, procedures, and objectives
  • Participates in learning opportunities provided through the learning management system
  • Participates in departmental meetings and huddles as directed by department leadership
  • Regular, reliable, and predictable attendance is required
  • Performs other similar and related duties as required or directed
What We Offer
  • Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
  • Medical Plan options along with participation in a Health Spending Account or a Health Saving account
  • Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
  • 401(k) Savings Plan, Employee Stock Purchase Plan
  • Education Reimbursement
  • Employee Discounts
  • Employee Assistance Program
  • Employee Referral Bonus Program
  • Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
Requirements
  • High School Diploma/GED (or higher)
  • 6+ months of customer service-related or Healthcare experience
  • Ability to work onsite at 101 CEDAR STREET, Milford, MA 01757, Monday through Friday
Preferred Qualifications
  • Basic computer proficiency
  • 1+ years of experience working in medical front office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
  • Knowledge of Epic EMR software
  • Understands basic insurance concepts
Soft Skills
  • Ability to work independently and maintain good judgment and accountability
  • Demonstrated ability to work well with others
  • Strong organizational and time management skills
  • Ability to multi-task and prioritize tasks to meet all deadlines
  • Ability to work well under pressure in a fast-paced environment
  • Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others


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