Senior Patient Care Coordinator

Optum is a clinician-led care organization that is changing the way clinicians work and live. As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone. At Optum, you'll have the clinical resources, data, and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home.

About the role

The Senior Patient Care Coordinator 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. Will report to the site manager and assist in leading front desk staff in a multi-specialty healthcare facility.

Responsibilities

• Directly report to site manager
• Partner with site manager to address and anticipate operational needs
• Initiate consistent communication with leadership about office needs, staffing, and daily operations
• Ability to de-escalate patients, staff, etc.
• Ability to work in a fast-paced environment
• Ability to track and understand metrics
• Lead the Practice Support Team
• Develop and maintain weekly schedule
• Maintain and track PTO
• Coordinate day-to-day operations for all front desks in the building, assigning daily tasks and responsibilities
• Adjust daily schedule when staff call out or for other reasons driving staff changes
• Communicate daily staffing changes to the team and providers
• Conduct daily meaningful huddles by rounding, focusing on staffing, patient flow, operational priorities, quality metrics, and communication updates
• Determine training and development needs for front desk and practice support staff, including Epic workflows, system updates, and best practices
• Monitor and coach staff to improve the patient experience, customer service, and overall operational performance
• Ensure that front desk staff are consistently performing assigned job functions and meeting practice expectations
• Review DAR (Department Appointment Report) to ensure appropriate provider schedule setup and appointment availability
• Ensure accuracy and timely completion by staff of scheduling, referrals, authorizations, and follow-up visits
• Assist with patient check-in and check-out when needed
• Help resolve patient concerns, escalating to leadership when needed
• Track daily, weekly, and monthly goals and performance
• Work cohesively with team to achieve specific team goals and metrics
• Using operational and soft data, identify front desk improvement opportunities
• Submit appropriate tickets and service requests to address operational, facility, Epic, and technology-related issues affecting workflow
• Escalate unresolved issues through appropriate channels when tickets or requests are not completed within expected timeframes
• Adhere to the standards identified via Sparq regarding Optum Employee Policies
• Maintain strict confidentiality of all information obtained through patient records, patient interactions, physicians, and staff communications in accordance with organizational policies and regulations
• Provide effective communication to patient/family team members and other healthcare professionals as evidenced by documentation, case conferences, communication notes, and evaluations
• Comply with administrative policies to ensure quality of care
• Keep abreast of current medical requirements relevant to the position, including maintaining patient confidentiality and abiding by all HIPAA and OSHA requirements
• Ability to travel to other offices if needed
• Cross-train and help in other locations if needed
• Perform other duties as assigned

Requirements

• High School Diploma/GED
• 2+ years of computer proficiency experience (multi-task through multiple applications including Microsoft Outlook, Excel, and Word)
• 2+ years of experience working in a medical office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• 1+ years of experience working with an electronic health record
• Ability to work set schedule and arrive on time
• Ability to travel to other offices if needed

Preferred Qualifications

• 2+ years of previous experience in a lead position
• Knowledge of medical terminology

Skills

• Ability to work independently and maintain good judgment and accountability
• Demonstrated ability to work well with healthcare providers and co-workers
• Ability to be receptive to coaching moments
• 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

Schedule

This is a 40-hour per week position, Monday through Friday between the hours of 7:00 am - 8:00 pm, and Saturdays 9:00 am to 3:00 pm. You may be asked to work extended hours due to coverage purposes.

Pay

The hourly pay for this role will range from $20.00 to $36.00 per hour based on full-time employment.

Benefits

• Paid Time Off (accrued starting with your first pay period) plus 8 paid holidays
• Medical plan options along with participation in a Health Spending Account or a Health Savings 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.)

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).