Senior Patient Care Coordinator

Location: Brewster

Optum NY/NJ, is seeking a Senior Patient Care Coordinator to join our team in Brewster, NY.  Optum is a clinician-led care organization that is changing the way clinicians work and live. As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career, and will empower you to live your best life at work and erience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country.

Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together. Optum has an immediate opening for a friendly, patient focused and detailed Senior Patient Care Coordinator to join our team. Senior Patient Care Coordinator is responsible for the completion of set processes and protocols.

Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals. Will be reporting to site manager and will be assisting in leading front desk staff in a multi-specialty healthcare facility.

Schedule:

This is a 40 hour a week position Monday through Friday between the hours of 7:00 am - 5:00 pm. The hours of operation are Monday through Friday from 7:00 am to 6:00 pm and Saturdays 9:00 am to 1:00 pm, may be asked to work extended hours due to coverage purposes.

Location:

185 Route 312, Suite 201 and 301 Brewster, NY 10509

Primary Responsibilities:

Directly reports to site manager

Partners with site manager to address and anticipate operational needs

Initiate consistent communication with leadership about office needs, staffing and daily operations.

Ability to de-escalate patients, staff, etc.

Ability to work in a fast-paced environment.

Ability to track, report and understand metrics

Leading the Practice Support Team:

Develops and maintains weekly schedule

Maintains and tracks PTO Coordinates day-to-day operations for all front desks in the building, assigning daily tasks and responsibilities.

Adjusts daily schedule when staff call out or for other reasons driving staff changes.

Communicate daily staffing changes to the team and providers.

Conduct daily meaningful huddles by rounding. Focus on staffing, patient flow, operational priorities, quality metrics and communication updates.

Training and Development:

Ability to schedule training workshops

Determines training and development needs for front desk and practice support staff, Including Epic workflows, system updates and best practices  Monitor and coach staff to develop staff to improve the patient experience, customer service and overall operational performance.

Ensures that front desk staff are consistently performing assigned job functions and meeting practice expectations.

Patient Services and Front Office Operations:

Review DAR (Department Appointment Report) to ensure appropriate provider schedule setup and appointment availability.

Ensure accuracy and timely completion by staff of scheduling, referrals, authorizations and follow-up visits

Assist with patient check-in and check-out when needed.

Help resolve patient concerns, deescalate patient concerns and escalate to leadership when needed. Daily Office Responsibilities:
Track daily, weekly and monthly goals and performance

Work cohesively with team to achieve specific team goals and metrics.

Using operational and soft data, identify front desk improvement opportunities.

Submit appropriate tickets and service requests to address operational, facility, Epic and technology-related issues affecting workflow.

Escalate unresolved issues through appropriate channels when tickets or requests are not completed within expected time frames.

Other Workplace Expectations:

Adhere to the standards identified via Sparq regarding Optum Employee Policies Maintain strict confidentiality of all information obtained through patient record, patient interactions, physicians and staff communications in accordance with organizational policies and regulations

Provide effective communication to patient / family team members and other health care professionals as evidenced by documentation, case conferences, communication notes, and evaluations

Comply with administrative policies to ensure quality of care

All employees are expected to keep abreast on current medical requirements relevant to their position, which includes maintaining patient confidentiality and abiding by all HIPAA and OSHA requirements  Ability to travel to other offices if needed

Cross-train and help in other locations if needed

Performs other duties as assigned

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