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UnitedHealth Group

Patient Support Specialist

Poughkeepsie, NY

Optum in the tri-state region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group) offers an interconnected network that enables us to work collaboratively to better coordinate care among our doctors and care teams. Together, we offer you and your family access to more than 2,100 providers, representing 70 specialties, working in 360 medical practices and more than 55 urgent care locations across New York, New Jersey, and Southern Connecticut. For more information, visit www.optum.com/tri.

ProHealth is one of the largest private multi-specialty medical practices in the Northeast and has been serving the health needs of Long Island and the Greater New York Metropolitan area since 1997. With over 900 providers in 300 locations, our goal is to provide quality health care to ensure that our patients get the right care at the right time.

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At Optum, we are transforming healthcare nationally while providing physician-led care locally. Work with the largest care delivery organization in the world and start doing your life's best work.(sm)

The Patient Support Specialist provides superior service and support to all patients calling Optum TriState's Contact Center.

Primary Responsibilities:

  • Receives and appropriately handles 85+ calls to schedule appointments for physicals, office and sick visits, consults, hospital follow ups, annual wellness exams and CDL exams across Internal Medicine and Clinical Specialties
  • Maintains proficient knowledge of physician scheduling guidelines and preferences, utilizes all resources available; including iCare and www.Caremount.com and is well versed in all services provided by Optum to provide callers with accurate and appropriate information
  • Maintains general insurance knowledge, utilizes appropriate resources to evaluate insurance participation and escalate issues to Patient Assistance as necessary
  • Registers new patients, verifies accuracy of information and updates patient contact and account information per policy and procedures
  • Utilizes AIDET to enhance patient experience and provide exceptional care by achieving one-call resolution through expert scheduling capabilities, in a courteous and professional manner
  • Collects pertinent details and communicates effectively to create concise tasks to clinical team members
  • Handles urgent/emergent calls according to specified procedures
  • Researches, troubleshoots and resolves scheduling issues and patient complaints, taking all necessary steps to resolve and ensure full resolution. Reports scheduling/patient/operational issues to Leadership team and proactively makes recommendations/suggest solutions
  • Takes initiative to collaborate with Leadership team and participates in cross functional focus groups for opportunities to cross-train and advance in skill/career development
  • Completes daily administrative tasks, including; BMB's, voicemail retrieval, Patient Portal, Patient Contact Preference and Scheduling Support mailboxes and possess solid knowledge of Saturday operational workflow
  • Participates in weekly huddles and team meetings for updates and refreshers on call center processes, procedures and systems

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 or equivalent/GED
  • Proven record of meeting key performance metrics in a work from home environment
  • PC proficiency with Microsoft Office and Outlook
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • 1+ years of contact center experience in a large call center environment
  • Large multi-specialty group medical practice experience
  • Superior customer service skills
  • Self-starter with the ability to work independently

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

CareMount Medical, ProHEALTH Care Associates, and Riverside Medical Group (the "Practices") are all physician owned and led practices having complete authority for all medical decision-making and patient care through their physicians and other licensed professionals. Optum, through its management organizations ("Optum") provides non-clinical administrative services to support the Practices and their physicians. Neither Optum nor its management companies employ, engages, or supervises physicians or other licensed professionals, or determines or sets the methods, standards, or conduct of the practice of medicine or health care provided by the Practices or by any of their licensed professionals. "Part of Optum" reflects that the Practices are part of Optum's effort to support forward-thinking physician practices in helping their patients live healthier lives.

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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.

Client-provided location(s): Poughkeepsie, NY, USA
Job ID: UHG-2154215
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • HSA
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • 401(K) With Company Matching
    • 401(K)
  • Professional Development

    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
    • Tuition Reimbursement
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

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