Clinical Administrative Coordinator

About the role

This position is Remote in Eastern, Central, OR Mountain Time Zone. You will have the flexibility to work remotely as you take on some tough challenges. Optum Home & Community Care is creating something new in health care. We are uniting industry-leading solutions to build an integrated care model that holistically addresses an individual's physical, mental and social needs - helping patients access and navigate care anytime and anywhere.

Responsibilities

• Manage inbound and/or outbound telephone communication in a professional manner and according to productivity and quality standards.
• Process inbound and/or outbound electronic data and communication (i.e., faxes, emails, and electronic communication) according to productivity and quality standards.
• Enter, review and/or verify member information in the Home & Community Care documentation system and communicate approved pertinent information with healthcare providers and/or Home & Community Care team as needed.
• Enter and/or update any required data into the Home & Community Care documentation system accurately and in a timely manner.
• Complete administrative documentation for member records including but not limited to disenrollment, transitioning, creating/updating authorization, attaching documents (i.e., medical records), and logging therapy information.
• Aid in a smooth coordination of members' care between health providers and the health plan.
• Triage inbound calls/emails, manage provider/member inquiries/requests, and resolve or escalate to appropriate Home & Community Care team or health plan personnel.
• Run and/or review any reports to monitor/complete responsibilities as outlined in departmental processes.
• Act as a preceptor and mentor to new colleagues during the initial training period.
• Serve as the first line of peer support for operational and procedural questions and/or concerns.
• Follow chain of command when provider/member issues or concerns are reported.
• Review and allocate resources as assigned by supervisor.
• Assist with reviews of task assignments, SLA/TAT and volume updates (to provide coverage for Clinical Admin Coordinator Sr.).
• Create and maintain training materials.
• Conduct quality audits where applicable (this may not apply to all functional areas).
• Conduct ad hoc corrections as assigned by supervisor.
• Peer coaching as assigned by supervisor.
• Conduct team engagement exercises as assigned by supervisor.
• Suggest agenda topics for team meetings.
• Cover specialized tasks/functions as assigned by supervisor.
• Assist with Sales Force Tickets where applicable.
• Assist with time studies (along with oversight by supervisor and manager).
• Assist with follow up and/or escalation calls or emails as needed.
• Attend Home & Community Care meetings as requested.

Qualifications

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age OR older.
• 1+ years of experience in a call center environment.
• Ability to communicate with clients, team members and managers using telephone or comparable communication devices such as email, Microsoft Teams, Fax and / OR other system messaging programs.
• To work a 10-hour shift schedule Saturday - Tuesday 7:00am-5:30pm CST. It may be necessary, given the business need, to work occasional overtime or weekends.

Preferred Qualifications

• Familiarity with medical terminology and HIPAA laws.
• Experience in healthcare setting.
• Experience with working in a high-volume production-based environment.
• Experience with meeting expected performance goals.
• Written and verbal communication skills.
• Critical thinking skills.
• Proficient with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
• Detail-oriented and ability to correctly interpret data and information in the Home & Community Care documentation system.
• Ability to prioritize, plan, and organize multiple tasks / demands simultaneously.
• Ability to use office equipment, such as copier, fax machine, telephone, and scanner (if applicable).

Physical And Work Environment

• Have a location/workspace in the home that is separate from non-work areas and can be secured to maintain PHI/PII security and avoid non-work interruptions.
• Livest in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
• Telecommuting is not to be used as a substitute for child or dependent care.
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.