Associate Patient Care Coordinator

Optum; Irving (TX); On-site; USD 33,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off

Medical Plan options

Dental, Vision, Life & AD&D Insurance

401(k) Savings Plan

Education Reimbursement

Employee Discounts

Employee Assistance Program

Employee Referral Bonus Program

Voluntary Benefits

Job summary

Optum in Irving, TX seeks a Customer Service Associate to handle inbound calls from patients and providers about appointments and inquiries, documenting information accurately and complying with HIPAA.

You will refer calls to nurse triage, remind patients of appointments, and strive to meet quality and attendance goals. Bilingual English/Spanish preferred.

Qualifications

• High School Diploma or GED required.
• 1+ year of customer service experience required.
• Basic proficiency with MS Office (Word, Excel, Outlook).
• Bilingual in English and Spanish preferred.

Responsibilities

• Answer inbound calls from patients and providers regarding appointments and general inquiries.
• Refer calls to nurse triage team according to protocols.
• Track appointments and document information completely, timely, and accurately.
• Make outbound calls to remind patients of appointments or to coordinate resolution of care opportunities with patients, providers, and pharmacies.
• Demonstrate sensitivity to issues and proactive behavior in addressing customer needs; escalate as defined by protocols.
• Demonstrate active listening and empathy in all interactions.
• Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation.
• Demonstrate courtesy in each interaction.
• Control the interaction to ensure inquiries are handled completely and efficiently.
• Meet key performance goals including quality and attendance.
• Maintain confidentiality and HIPAA requirements.
• Other duties, as assigned.

Skills

Customer service experience

MS Office proficiency

Education

High School Diploma/GED

Tools

MS Office

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Work Hours: Monday to Friday 8:00am to 5:00pm

Office Location: 6161 N State Highway 161 Irving, TX, 75038

Primary Responsibilities

• Answer inbound calls from patients and providers regarding appointments and general inquiries


• Refer calls to nurse triage team according to protocols


• Track appointments and document information completely, timely, and accurately


• Make outbound calls to remind patients of appointments or to coordinate resolution of care opportunities with patients, providers, and pharmacies


• Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs Escalate transactions when defined by protocols


• Demonstrate active listening and empathy in all interactions


• Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation


• Demonstrate courtesy in each interaction


• Control the interaction to ensure each of the consumer's inquiry is handled completely and efficiently


• Meet key performance goals established including quality and attendance


• Maintain confidentiality and adhere to HIPAA requirements


• Other duties, as assigned

What Are The Reasons To Consider Working For UnitedHealth Group? Put It All Together - Competitive Base Pay, a Full And Comprehensive Benefit Program, Performance Rewards, And a Management Team Who Demonstrates Their Commitment To Your Success. Some Of Our Offerings Include

• 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.)

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


• 1+ years of customer service experience


• Basic level of proficiency in MS office

Preferred Qualifications

• Bilingual in English and Spanish

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). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16.00 to $29.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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