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Patient Access Coordinator, Call Center - ProHealth Physicians - Farmington, CT - Farmington Connecticut
Company: Optum Location: Farmington, Connecticut
Posted On: 04/26/2024
If you are in Farmington, CT, you will have the flexibility to work from home and the office in this hybrid role as you take on some tough challenges. ProHealth Physicians is a physician-led medical group with 85 practice locations throughout Connecticut serving more than 10% of the state's residents. We empower physicians and advanced clinicians to better serve patients through enhanced care processes in support of improved patient outcomes. Formed in 1997, ProHealth Physicians has grown to include more than 350 primary care and specialty clinicians and offers select specialty and diagnostic/therapeutic services. Th is is a primarily inbound call center dealing with scheduling appointments for our over 80 offices across the state. The ideal candidate will have experience in customer service and preferably experience working over the phone. They need to be confident with multi-tasking. They will be navigating our scheduling system while also speaking on the phone to patients. This is a fast-paced, high-volume environment. The ideal candidate will also be able to not take difficult situations with patients personally. There are also some outbound call responsibilities for appointment reminders. This position is full-time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00am - 7:00pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 3 Farm Glen Blvd. Farmington, CT 06032. Employees will be required to work 3 days onsite and 2 days from home. We offer 2-4 weeks of on-the-job training. The hours of the training will be aligned with your schedule. Training will be onsite then will transition to hybrid schedule. All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Primary Responsibilities: - Respond to inbound inquiries and appointment scheduling requests for medical services
- Schedule appointments in practice management system in accordance with triage guideline, scheduling protocols and patient preferences
- Make outbound calls to eligible patients
- Recommend next best actions or cross promotional opportunities to patients and provide education on appropriate additional services or preventive health opportunities
- Listen to patient concerns and offer appropriate recommendations based on guidelines
- Call patients who are at - risk for not showing up with appointment reminders
- Document all caller information in customer relations management (CRM) tool
- Document and provide feedback from callers to the appropriate parties for follow - up and / or resolution
- Communicate with physician office staff on patient concerns, requests and scheduling changes
- 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 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
- Computer proficiency: solid keyboarding skills and/or experience with scheduling and/or electronic medical records systems
- Ability to work any of our shift schedules during our normal business hours of 8:00am - 7:00pm. It may be necessary, given the business need, to work occasional overtime. Preferred Qualifications:
- 2+ years of customer service experience; experience in a call center environment
- Experience in the healthcare industry or medical office
- Proficient in the Microsoft Office suite with emphasis on Excel, Word and Outlook
- Familiarity with medical terminology and medical insurance requirements Telecommuting Requirements:
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