POSITION DESCRIPTION

Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve YOUR LIFE'S BEST WORK.(SM) Working in an outbound call center environment under supervision of the call center manager. This position is responsible for making outbound calls and contacting patients to schedule clinical appointments. Will also handle inbound calls from patients, patient representatives, providers, and other medical staff. This individual provides customer service support to members, customers, and/or providers, handle patient inquiries and requests while strictly adhering to established protocols and scripting. When appropriate, refers clinical inquiries/ requests and complaints to clinic staff for intervention and resolution.

PRIMARY RESPONSIBILITIES:

• Work effectively every day to connect patients with care
• Adhere to daily schedules and assignments
• Take inbound calls from patients, patient representatives, providers and other medical staff, while strictly adhering to established protocols and scripting
• Assist callers with general inquiries including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records request, and issue resolution
• Verify and update patient information in the clinical information system, EMR, and/or portal
• Contact patients to communicate upcoming gap closure campaign
• Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs
• Document thoroughly all calls and actions taken within core systems
• As appropriate, assign electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns

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.

CAREERS WITH WELLMED. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 380,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do YOUR LIFE'S BEST WORK.(SM) OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians. WellMed was founded in 1990 with a vision of being a physician-led company that could change the face of healthcare delivery for seniors. Through the WellMed Care Model, we specialize in helping our patients stay healthy by providing the care they need from doctors who care about them. We partner with multiple Medicare Advantage health plans in Texas and Florida and look forward to continuing growth. Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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. OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment

REQUIRED QUALIFICATIONS:

• High school diploma or GED
• Three or more years of experience working in a medical office
• Proficient in PC software computer skills such as Microsoft Word, Excel, Power Point, and other departmental specific programs/applications
• Ability to work effectively in a fast paced call center environment
• Ability to effectively de-escalate and resolve issues

PREFERRED EDUCATION:

• Familiarly with medical terminology
• Familiarity with managed care
• Medical office experience
• Electronic Medical Record experience
• Bilingual (English and Spanish)

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.