[Hiring] Patient Care Coordinator @UnitedHealth Group

Role Description

The Patient Care Coordinator is responsible for working in collaboration with the intake and clinical team as well as the patients referring providers office, to promote timely access to infusion scheduling and post treatment follow up.

To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Work Environment: This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Potential Occupational Safety/Health Hazards:

• Office hazards
• Ergonomic Injuries
• Poor Lighting and Eye Strain
• Indoor Air Pollution
• Fire Safety

Position Type and Expected Hours of Work: This is a full-time position with typical working hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours and work shift may change in accordance with business needs. Exempt employees must have the ability to be on-call and available, as business needs require.

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Schedule patient appointments for infusion services based on physician orders, infusion protocols, and availability of nursing staff and chair time.
• Maintain and update daily infusion schedules, accommodating urgent cases, cancellations, and reschedules while minimizing disruptions.
• Communicate clearly and professionally with patients regarding appointment details, preparation instructions, and any necessary documentation.
• Ensure complete and accurate patient registration into the EMR.
• Apply knowledge of specialty medications and clinical standards to schedule patients for their infusion/injection treatments.
• Monitor infusion center capacity and escalate scheduling conflicts or resource constraints to leadership.
• Communicate with patients and/or their caregivers to provide their out-of-pocket costs, as identified by the Intake team, or triage patients to the appropriate department as needed.
• Work collaboratively with Intake and clinical departments to remediate issues preventing the timely scheduling of a patient.
• Identify patients that have missed their injections/infusions and follow up to remediate and schedule as needed.
• When patients have communicated that they will be stopping treatments, provide a report back to their referring office with that information and document confirmation (via phone or fax).
• Assist with the review and filing of clinic notes/laboratory results, communicating critical results to a site clinician, per policy.
• Ensure order renewals are obtained and entered for processing and timely continuance of care.
• Perform post treatment calls for new and high-risk patients, within 48 hours (about 2 days) of infusion/injection.
• Initiating an event report and site notification for any patient reported adverse reaction identified on a post treatment call.
• Assist with data tracking, reporting, and quality improvement initiatives related to scheduling efficiency and patient flow.
• Identify and communicate any process issues to their supervisor, to be addressed in the Quality Assurance program.

Supervisory Responsibility:

This role does not have any supervisory responsibilities.

Competency Statements:

• Effective verbal and written communication skills.
• Highly organized with a strong ability to manage different clinical priorities.
• Self-starter with the ability to work in a remote setting.

Qualifications

• LPN or MA certification.
• 3+ years in customer service with a healthcare focus.
• Microsoft Outlook, Word, & Excel.

Requirements

• Must be able to accomplish any and all duties with little to no assistance.
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution (all benefits are subject to eligibility requirements).