Senior Patient Care Coordinator

About the role

Optum NY/NJ is seeking a Senior Patient Care Coordinator to join our team in Mount Kisco, NY. 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 be reporting to site manager and will be assisting in leading front desk staff in a multi-specialty healthcare facility.

Schedule and location

• 40 hours per week, Monday through Friday between 7:00 am – 8:00 pm, and Saturdays 9:00 am – 3:00 pm
• May be asked to work extended hours due to coverage purposes
• Location: 90 South Bedford Road, Mount Kisco, NY 10549

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
• De-escalate patients and staff as needed
• Work in a fast-paced environment
• 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 develop 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 record, patient interactions, physicians and staff communications in accordance with organizational policies and regulations
• Provide effective communication to patient/family team members and other health care professionals as evidenced by documentation, case conferences, communication notes, and evaluations
• Comply with administrative policies to ensure quality of care
• Keep abreast on current medical requirements relevant to their position, which includes maintaining patient confidentiality and abiding by all HIPAA and OSHA requirements
• Travel to other offices if needed
• Cross-train and help in other locations if needed
• Perform other duties as assigned

Required qualifications

• 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 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 health care 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

Benefits

• 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.)

Pay

Hourly pay ranges from $20.00 to $36.00 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.