Patient Access Coordinator - Farmington, CT

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. 

The Patient Access Coordinator, Central Support, is responsible for managing inbound call volume to schedule patient appointments as well as filing patient information into the electronic health record, maintaining patient documents with the appropriate folders and databases to support our practice care teams and providers.

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. It may be necessary, given the business need, to work occasional overtime. Our office is located at 3 FarmGlen Blvd, Farmington, CT, 06032.

We offer 3-5 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Primary Responsibilities:

• Respond to inbound inquiries and appointment scheduling requests for medical services
• Schedule appointments in Epic in accordance with triage guideline, scheduling protocols, and patient preferences
• Listen to patient concerns and offer appropriate recommendations based on guidelines
• Communicate with physician office staff on patient concerns, requests, and scheduling changes
• Index patient documents to medical charts via Hyland OnBase
• Perform all indexing duties with accuracy and efficiency, adhering to standard workflows and meeting quotas
• Assist coworkers as possible to assure smooth practice operation and delivery of excellent services through teamwork
• Ensure that all actions comply with relevant guidelines protecting personal and health information e.g., HIPAA requirements)
• Follow departmental policies & procedures, workflow guidelines and escalation processes at all times.
• Support Central Services operations as assigned
• Perform other duties as assigned

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
• Must be 18 years of age OR older
• 2+ years customer service experience  
• 1+ years experience in a call center environment
• 1+ years Experience in the healthcare industry, or medical office
• Computer proficiency: keyboarding skills and the ability to multi-task (type and talk)
• Familiarity with medical terminology and medical insurance
• Must reside in a commutable distance to Farmington, CT
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm.

Preferred Qualifications:

• Proficient in the Microsoft Office suite with emphasis on Microsoft Excel, Microsoft Word and Microsoft Outlook. 
• Experience with CRM systems and/or electronic medical record systems, or equivalent
• Experience with Hyland OnBase

Soft skills:

• Ability to work in a real-time (live) high call volume, online environment while working at a computer screen for long periods of time
• Above average critical thinking skills to listen/read, interpret, evaluate and resolve customer issues with minimal supervision and positive outcome
• Demonstrated ability to exercise exceptional judgement and exhibit highly effective interpersonal and conflict management skills when handling sensitive and/or confidential information and situations
• Ability to interact with a variety of customers including patients, healthcare staff members and physician office personnel, utilizing professional email and telephone etiquette
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds
• Must possess strong verbal, written, active listening and interpersonal communication skills
• Disciplined self-learner with independent work ethic, time management, organization and follow-up skills

Connecticut Residents Only: The hourly range for this is $16.54 - $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

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