UnitedHealth Group Field Based Clinical Practice Performance Coordinator - Wilmington, NC in Wilmington, North Carolina
Energize your career with one of Healthcare’s fastest growing companies.
You dream of a great career with a great company – where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.
This opportunity is with one of our most exciting business areas: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 10 leader.
Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.
Employees in this position will work on-site or virtually as an extension of the local quality and provider teams by aligning to geographical regions, medical centers and/or physician practices that manage a high volume of UHC Medicare & Retirement membership. This position does not entail any direct member care nor does any case management occur.
Assist in the review of medical records to highlight Star opportunities for the medical staff.
Activities include data collection, data entry, quality monitoring, upload of images, and chart collection activities.
Locate medical screening results/documentation to ensure quality measures are followed in the closure of gaps. Will not conduct any evaluation or interpretation of Clinical data.
Track appointments and document information completely and accurately in all currently supported systems in a timely manner.
Optimize customer satisfaction, positively impact the closing of gaps in care and productivity.
Partner with your leadership team, the practice administrative or clinical staff to determine the best strategies to support the practice and our members ensuring that recommended preventative health screenings are completed and HEDIS gaps in care are addressed
Interaction with UHC members via telephone to assist and support an appropriate level of care. This may include making outbound calls to members and/or providers to assist in scheduling appointments, closing gaps in care or chart collection activities.
Answer inbound calls from members and/or providers regarding appointments.
Communicate scheduling challenges or trends that may negatively impact quality outcomes.
Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs.
Provide ongoing support and education to team members and assist in removing barriers in care.
Manage time effectively to ensure productivity goals are met.
Ability to work independently in virtual setting. Ability to problem solve, use best professional judgment and apply critical thinking techniques to resolve issues as they arise.
Identify and seek out opportunities within one’s own workflow to improve call efficiency.
Adhere to corporate requirements related to industry regulations/responsibilities.
Maintain confidentiality and adhere to HIPAA requirements.
Data analysis required for multiple system platforms to identify open quality opportunities to address on a member or provider level
Appointment coordination for specialist appointments, late to refill medication outreach and scheduling members for local market clinic events
Participate within department campaigns to improve overall quality improvements within measure star ratings or contracts.
Field based activities require the abilities to support appropriate targeted providers.
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.
High School Diploma / GED (or higher)
2+ years of telephonic customer service experience
1+ year of working experience with Microsoft Word (creating, editing, saving documents)
Experience with Microsoft Excel (navigating, filtering, and analyzing reports)
Must reside within 1 hour from Wilmington, NC
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
1+ years of working experience with HIPAA compliance requirements
1+ years of a healthcare background with medical terminology
1+ years of working experience with ICD-9/10 and CPT Codes
Experience working in a physician, provider, and/or medical office
EMR and HEDIS knowledge and experience
Data entry skills, with a typing speed of at least 45-50 WPM
Demonstrated ability to identify with a consumer in order to understand and align with their needs and realities.
Demonstrated ability to perform effective active listening skills to empathize with the customer in order to develop a trust and respect.
Demonstrated ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done in order to achieve a goal(s).
Demonstrated ability to turn situations around and go above and beyond to meet the needs of the customer
Good Attendance Record.
UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military
Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work. SM
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.
Keywords: customer service, healthcare, telephonic, patient interaction, field based, advocacy, medical terminology, codes, coding, #rpo, hiring immediately
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