Clinical Practice Performance Coordinator

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. 

Clinical Practice Performance Coordinator serves as a key liaison between patients, emergency departments, and care teams, providing real-time support and coordination throughout the patient care journey. The position is responsible for member outreach, documentation, data entry, appointment scheduling, and ensuring compliance with CMS, NCQA, and Model of Care requirements while delivering exceptional customer service.

Schedule: A 40-hour work week, an 8 hour shift, Monday through Friday

• Shift one: 8:00 am to 4:30 pm  CST
• Shift Two: 8:00 am to 4:30 pm EST
•  Shift three: 5:00 pm to 1:30 am PST
• The schedule will be determined by supervisor upon hire.

Location: You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Documents all member interactions in a timely and concise manner that is compliant with documentation requirements for Model of Care, NCQA and Center for Medicare and Medicaid Services (CMS) regulations
• Receives and responds to incoming ADT notifications utilizing the appropriate processes identified during training
• Conducts in-bound and out-bound calls for program requirements including, but not limited to: engaging with identified emergency departments for patient support, monitoring patient ED journey remotely, scoping patients in for program needs, and warm handoffs to Optum APCs for collaborative care planning needs with the ED
• Completes timely data entry of in-bound and/or out-bound call member contact information into software applications
• Provides clerical and/or administrative support to clinical staff and managers for special projects and reporting needs
• Provides excellent customer service by serving as a resource to all internal and external customers
• Schedules appointments as needed in support of RNs completing real time care coordination efforts 
• Attends required meetings and participate in adhoc committees as needed
• Identifies opportunities for process improvement in all aspects of member care
• Must maintain strict confidentiality at all times
• Must adhere to all department/organizational policies and procedures
• Performs all other related duties as assigned
• Performs other duties as assigned

What are the reasons to consider working for UnitedHealth Group?   Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

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
• Medical assistant certification 
• 2+ years of administrative support experience 
• Medical terminology knowledge base 
• Ability to work schedule\shifts listed in the posting.
• Advanced level of computer experience with MS Word, Excel (create, edit, save documents) and Outlook (email and calendar management) be able to use multiple web applications, to include preparing and/or format office documentation needed for various audiences
• Access to a designated quiet workspace in your home (separated from non-workspace areas) with the ability to secure Protected Health Information (PHI) and Live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Preferred Qualifications:

• 2+ years of experience in an emergency room within a hospital
• 2+ years of experience working in a medical care setting as a receptionist or medical assistant
• Call Center experience 
• Utilizing a medical management system  

Soft Skills: 

• Ability to work independently and maintain good judgment and accountability 
• Proven ability to prioritize, plan, and handle multiple tasks/demands simultaneously
• Proven ability to work independently, with some supervision and direction from manager
• Proven ability to maintain and demonstrate a high degree of professionalism to include both personal conduct and appearance at all times        Proven ability to possess and demonstrate excellent organizational skills, customer service skills, to include verbal and written communication

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $24.00 to $43.00 per hour based on full-time employment.  We comply with all minimum wage laws as applicable. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

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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