Optum Scheduler in Colorado Springs, Colorado
Summary: Responsible for scheduling, patient communication and education for all appointments and procedures for assigned department. Answer phone calls from patients, schedule appointments or procedures and obtain appropriate and accurate data upon scheduling.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Answer incoming calls in a customer friendly and professional manner by expressing a greeting and identifying company and self.
Determine the purpose and request of the call and process appropriately.
Recognize calls that need to be medically screened and transfer immediately.
Answer questions about Optum and provide the caller with the necessary information to include addresses and directions.
Assure that appropriate communication with staff occurs about procedures, special equipment, time constraints, etc.
Meet the time and volume metrics set for call answering and processing.
Schedule appointments for patients according to established protocols and templates. Be sure to obtain appropriate and accurate data.
Schedule the appropriate appointment for the reason /diagnosis/chief complaint that is given by the patient.
Register patients and ensure no duplication accounts by searching through the database.
Document the appointment in the appropriate scheduling system.
Ensure scheduling of appointments or procedures is done accurately and timely. Fill out questionnaires when indicated.
Verify appointment or procedure is scheduled accurately by recapping to patient what was done (i.e. clinical site, time allowance, etc.).
Verify patient demographics and insurance information at the time of scheduling. Update information as needed.
Inform patient to be prepared to pay any copay or down payment due at the time of service.
Distribute and communicate prep instructions to patients.
Confirm schedule with physician offices.
Reschedule appointments per provider specifics, record proper scheduling information, and coordinate inter-departmental bookings.
Review daily schedule for accuracy and completeness.
Answer non-appointment patient care calls.
Request necessary information per policy and protocol in order to enter it into the message module in ALLSCRIPTS.
Task the message back to the appropriate clinical person to be worked/processed and completed.
Complete the appropriate task per protocols for incoming requests from patient portal ensuring accuracy and reaching out to patient as required.
Complete daily task bucket duties in accordance with scheduling guidelines.
Assist other teammates as needed with tasking duties as requested/assigned.
Comply with all company policies and procedures including patient confidentiality.
Observe HIPAA and maintain patient confidentiality.
Maintain knowledge of Optum policies and procedures, HIPAA, OSHA and other related regulations and guidelines.
Attend required meetings and educational sessions.
Interact with all patients and fellow teammates in a mature, responsible manner to ensure a positive and professional environment.
Demonstrate and exemplify behavior consistent with Optum’s core values – service excellence, integrity, team, continuous improvement, accountability, fulfillment, fun.
Perform all other job duties as directed by the supervisor or manager.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High School Diploma, GED or equivalent. At least one year of medical experience (education or on-the-job) required. General knowledge of medical terms required. Phone etiquette preferred.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to spell correctly. Ability to speak effectively before patients or employees of organization. Ability to speak effectively, clearly and without slang. Ability to understand medical terms. Ability to communicate messages accurately to patients, teammates and employees of outside facilities such as medical offices and pharmacies.
Other Skills and Abilities:
Ability to adapt to a fast-paced environment and multi-task under pressure.
Appreciation for and understanding of confidentiality.
Ability to set priorities and work independently.
Ability to interact and communicate effectively with patients, coworkers, and providers in a positive and professional manner.
Ability to accurately and appropriately document messages in a medical record.
Must be detail oriented, reliable, and self-starter.
Ability to sit for long periods of time.
Must be a problem solver and have critical thinking skills.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is required to sit for up to 8 hours. The employee must occasionally lift and/or move up to 50 pounds. Requires manual dexterity sufficient to operate standard office equipment.
As a non-clinical business office setting, the noise level in the work environment is usually moderate. Work is performed at computer terminals for long intervals and for long periods of time under pressure. Must be capable of working without direct supervision within the guidelines set by the department.
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. 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. Here you’ll find incredible ideas in one incredible company and a singular opportunity to do your life's best work.(SM)
Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are 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. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.