Clinical Administrative Coordinator – Remote in LA

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Clinical Administrative Coordinator will receive and appropriately answer incoming telephone calls, greet members and visits, coordinate educational sessions, and work outbound call lists.

You will be making phone calls – scheduling Comprehensive Wellness Assessment Appointments. Will be handling inbound and outbound calls and will work in queue system. You will also and confirm/cancel appointments or will backfill. You will handle an average of 76 phone calls per day. Will do cold calling. Your calls will be recorded and you will be required to meet 90 percent production metrics (has conversion rate on how many calls made with the appointments created). Will work with 12-35 members in the team. Will attend team huddles – Bi-weekly, 1:1s that are quarterly. Will use the following systems: Cisco for phone systems, ECW for appointments, will work with EMR System and etc.

Every employee is expected to meet Peoples Health minimum requirements:

Commitment: to our Members: We have the power to change our members’ lives by placing them at the center of everything we do daily

Action: By working together and delivering quality service, we enhance the lives of our members through dedication and teamwork

Responsibility: To continue to strive to be the best for our members by adapting and evolving to change, continuing professional development, and to never stop learning

Excellence: By exceeding expectations and finding innovative ways to exceed standards, we are changing our members’ lives

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:00am – 5:00pm) CST, Monday – Friday. It may be necessary, given the business need, to work occasional overtime.

We offer 1 week of paid training. The hours during training will be 8:30am – 5:00pm, Monday – Friday. Training will be conducted virtually from your home or may do in-person training for 3 days, depending on the location.

If you are located within the state of Louisiana, you will have the flexibility to telecommute (work from home) as you take on some tough challenges.

Primary Responsibilities:

Improve health care quality and increase likelihood of desired health outcomes

Welcome and greet members and guests in a professional service manner

Answer, direct and document incoming phone calls

Provide education and clarification on the H.I.P.A.A. and Consent to Treat documents

Obtain electronic signature or scan necessary documents, such as consent form and Comprehensive Wellness Checklist to the member’s electronic medical record

Obtain signature on intake documents and attestations from Member and / or authorized representative and appropriately file and /or scan documents in the Member’s medical record

Receiving and placing outbound calls via a Cisco Agent Queue and scheduling across all covered markets and Telehealth

Follow arrival for the scheduled appointment, transcribe notes into the electronic database regarding the Member’s appointment, update demographics (i.e. telephone number, address, name PCP, etc.)

Place outbound telephone call to confirm same – day and / or no – show appointments, wellness assessments, and other appointment. Transcribes notes in the Member’s electronic medical record confirming contact, recapture of the missed appointment, or other pertinent notes related to the Member

Document action taken following incoming and / out outbound telephones calls that resulted in a change to schedule (i.e. reschedule, no – show, cancellations, etc)

Validate that insurance subscriber and assignment of benefits is appropriately entered in the patient information section of the electronic health record

Ensure that all schedules are closed at the end of the day with no pending appointments

Prevent hospital readmission

Schedule post hospital discharge visits as requested by physician office or care team member

Support health information technology (HIT) in health care quality improvement

Work in coordination company – based security health information systems technology to ensure appropriate documentation of the member’s care coordination and record

Participate in ongoing training to ensure the records are accurate and secure

Follow corporate instruction based on Federal and State guidance related to health information documentation and security

Meet or exceed quality metrics for member interaction and production metrics for outbound telephone call volumes. Reviews and updates Member demographics (i.e. address, telephone numbers, etc. in the electronic medical records

Monitor and request supplies as needed

Perform all duties assigned by a superior which may include providing back up for the wellness assessment referral queue and documenting all scheduled post hospital discharge visits in appropriate log

Maintain accurate and organized call lists

Travel to other Service Centers for coverage as needed

Answer phones, perform multiple tasks and work independently

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

High School Diploma / GED (or higher)

Must be 18 years of age OR older

6 months experience with outbound calls

Intermediate Experience with Microsoft Office -Microsoft Word, Microsoft Excel, and Microsoft Outlook including the ability to open, create, edit, save, and send documents, spreadsheets, and emails, other forms of documents

Ability to work any of our 8-hour shift schedules during our normal business hours of (8:00am – 5:00pm) CST, Monday – Friday

Preferred Qualifications:

2 years of experience in medical office

Bilingual fluency in English and Spanish

Telecommuting Requirements:

Reside within the state of Louisiana

Ability to keep all company sensitive documents secure (if applicable)

Required to have a dedicated work area established that is separated from other living areas and provides information privacy

Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

Professional, strong customer service and communication skills

All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

#RPO #GREEN