Senior Patient Care Coordinator

About the role

Optum NY/NJ is seeking a Senior Patient Care Coordinator to join our team in Fishkill, NY. This role reports to the site manager and assists in leading front desk staff in a multi-specialty healthcare facility. The Senior Patient Care Coordinator is responsible for the completion of set processes and protocols, working cooperatively with all members of the care team to support the organization's vision and mission, deliver excellent customer service, adhere to Lean processes, and support the teams in meeting financial, clinical and service goals.

Schedule & Location

• 40 hours per week, Monday through Friday between 7:00 am – 5:00 pm
• 600 Westage Business Center Dr, Fishkill, NY 12524

Responsibilities

• Directly report to site manager and 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 and track/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 patient experience, customer service and overall operational performance
• Ensure front desk staff consistently perform assigned job functions and meet 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 health care 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 position, including 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-tasking 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
• 2+ years of previous experience in a lead position
• 1+ years of experience working with an electronic health record (EPIC)
• Ability to work set schedule and arrive on time
• Ability to travel to other offices if needed

Preferred Qualifications

• 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 accrued from 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 – $36 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.