Patient Care Coordinator - Corpus Christi, TX

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.

Schedule: Monday to Friday, 8 AM-5 PM

Location: Onsite - 5714 Spohn Dr, Corpus Christi, TX 78414

The Patient Care Coordinator (PCC) is responsible for providing general functions that include patient telephonic outreach for the purpose of scheduling, patient registration and consent, insurance verification, and to support the chronic care assessment goals of the Practice Support Unit (PSU). A primary focus of this position is to schedule patients with Quality Transition Clinic (QTC) and PSU providers for a complex chronic initial and follow up visits. The PCC is responsible for wide variety of duties associated with higher level patient services, medical record requests, auditing, scheduling, and often perform team lead duties in the support of provider specific PSU programs and Patient Engagement Center (PEC) team training and coaching.

Primary Responsibilities:

• This PCC is specialized in the scheduling services of chronic care assessments and will monitor patient status through scheduling and then forward the patient to a PSU clinical staff member
• PCC supports the general functions of the PEC for telephonic outreach to schedule patients for PSU high volume events for the purpose of annual screenings exams
• Required to use telephonic software for all outreach calls made and answer and assist inbound calls received from patients who have been asked to call back
• Required to follow approved PCC call script for 100% of outreach calls to patients
• Collect and verify demographic information, insurance eligibility including plan co-insurance, language and ethnicity preference for future contact
• PCC will be assigned to a specific PSU program with a designated provider to support their requests to schedule patients for care assessment appointments
• Collaborate with healthcare providers to ensure a seamless transition for patients, addressing any concerns or questions they may have about their care assessment visit
• Monitor inpatient authorization tracker daily to review all patients who have been discharged from a facility with the purpose of scheduling a chronic care assessment
• PCC will work with PSU specific chronic care programs to ensure patients are scheduled timely with providers and information is collected regarding status of discharge
• Patient intake of facility discharge dates, discharge care plan instructions, and current medical status of upcoming provider appointments with primary care and specialty services
• Patient telephonic outreach to schedule patients for care assessments with the provider as they discharge from the hospital, ER, and skilled nursing facilities
• Timely notification and reminder calls for upcoming appointments with providers for telemedicine care assessments and give patients instructions for connectivity. On occasion, may be required to schedule patients in person at their home or at a PSU facility or mobile unit
• Complete daily tracker to show number of calls made and status of patient scheduling
• Update final disposition of patient seen date and follow up appointment information and notify provider or PBM of any open items that need assistance
• Monitor provider schedules for chronic care assessments and promptly reschedule these time sensitive appointments for any patients that do not keep their appointment
• PCC will direct and follow-up on all patient's messages, concerns, and request for information making sure these calls are directed to appropriate level of staff to address issues. 100% of these calls will be returned to the patient within 48 hours
• Enter dispositions for 100% of calls made to patients in company system and enter notes in EMR for telephonic conversations that need provider assistance and then send a message to the provider
• Monitor number of calls made to patients for chronic care appointments and any patient who has been called 3 times and are unable to reach, forward the patient's name to the Physician Business Manager (PBM) to access assistance from the PCP
• Required to meet established daily productivity goals
• Establish and maintain effective and professional working relationships with patients, employees, vendors, and the public
• Performs all other related duties as assigned

Coaching and Training Job Functions

• PCC provides knowledge and training resources to the PEC team to ensure they are well-equipped with the tools needed to perform their duties effectively
• Coaching PEC team schedulers by listening to their calls with patients and offering advice for quality improvement to ensure they can meet their audit goals
• Review recorded calls to assess compliance with quality standards and identify areas where team members can improve their communication skills
• Provide constructive feedback to team members based on call audits, focusing on strengths and areas for growth
• Conduct regular audits of team follow-up activities to ensure that all scheduled appointments are completed as planned
• Analyze data from follow-up calls and appointments to identify trends and areas for improvement in patient outreach
• Provide reports on audit findings to management, highlighting successes and opportunities for enhancing team performance
• Create and distribute educational materials, including manuals and online resources, to support ongoing learning and development

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 (or higher)
• 2+ years of experience with communication and customer service skills both in person and via phone
• Intermediate level knowledge of general office procedures
• Intermediate level of proficiency with Microsoft applications, especially Excel
• Ability to drive and properly operate a company vehicle
• Possess a valid driver's license

Preferred Qualifications:

• 1+ years of related work experience including data entry
• ICD 10 and CPT coding experience
• Prior experience with EMR computer applications
• Working knowledge of medical terminology
• Bilingual - English/Spanish

Physical & Mental Qualifications:

• Ability to push or pull heavy objects using up to 50 pounds of force
• Ability to stand for extended periods of time
• Ability to use fine motor skills to operate office equipment and/or machinery
• Ability to receive and comprehend instructions verbally and/or in writing
• Ability to use logical reasoning for simple and complex problem solving

The salary range for this role is $16.88 to $33.22 per hour based on full-time employment. 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.

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 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.

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