Practice Support Assistant II

UnitedHealth Group; Wellesley (MA); Hybrid; Confidential; Full time

Benefits offered by this job

Paid Time Off

Medical Plan options

401(k) Savings Plan

Education Reimbursement

Employee Discounts

Voluntary Benefits

Job summary

UnitedHealth Group is looking for a Practice Support Assistant II in Wellesley, MA. This full-time position requires managing complex scheduling tasks and providing exceptional customer service in a healthcare setting. The candidate should have a high school diploma and at least 1 year of customer service experience. The position offers a hybrid work schedule after training. Benefits include paid time off, medical plans, 401(k) contributions, and educational reimbursement.

Qualifications

• 1+ years of customer service experience in a healthcare setting.
• Intermediate level of proficiency in Microsoft Office.
• Experience in managing complex patient issues.

Responsibilities

• Manage complex scheduling tasks, including appointment booking.
• Ensure accurate data collection and reporting.
• Deliver exceptional customer service and resolve issues.
• Oversee waiting room operations and assist with check-in/check-out processes.
• Collaborate with supervisors on workflow.

Skills

Customer service experience

Problem solving skills

Communication skills

Education

High School Diploma/GED

Associate’s Degree in medical office administration program

Tools

Microsoft Office

EPIC

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.

Position in this function performs advanced Practice Support Assistant II duties with a high level of autonomy and competency. Serves as a key member of the medical team, delivering excellent customer service and supporting strong patient‑clinician relationships. In addition to core responsibilities, handles significant higher‑level administrative tasks, which vary by department.

Location: 230 Worcester St, Wellesley, MA 0248

Department: Behavioral Health

Schedule: Full time, 40 hours/weekly. Monday through Friday, hours 8:30AM - 5:00PM. Position is eligible for a hybrid work schedule after initial 3-4 months of training

Training will be 100% onsite, 5 days per week

Hybrid schedule will be 3 days in office, 2 days at home after initial 3-4 months training (training is onsite, 5 days per week)

If you reside in Wellesley, MA, you will enjoy the flexibility of a hybrid‑remote role as you take on some tough challenges.

Primary Responsibilities

• Manage complex scheduling tasks, including appointment booking, template adjustments, and patient outreach
• Ensure accurate data collection and reporting; handle follow‑up activities and referral tracking
• Deliver exceptional customer service, resolving escalated issues and supporting patient satisfaction
• Oversee waiting room operations, verify patient information, and assist with check‑in/check‑out processes
• Complete and process forms, prior authorizations, prescription renewals, and other documentation
• Collaborate with supervisors on coverage and workflow; lead huddles as needed
• Participate in quality improvement initiatives and special projects

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.)

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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)
• 1+ years of customer service experience in a healthcare setting
• Intermediate level of proficiency in Microsoft Office

Preferred Qualifications

• Associate’s Degree in medical office administration program
• Previous EPIC experience
• Proven solid problem solving and complex patient management skills

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

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 401(k) 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 $17.98 to $32.12 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.