Health Advocate

OVERVIEW OF POSITION:

Responsible for welcoming and orienting prospective patients to care management services and coordinating delivery of quality services through appropriate data gathering and resource referrals. Acts as the primary point of contact to facilitate effective patient communication in support of the care management team to ensure continuity of care across the care continuum and improve patient outcomes.

ESSENTIAL FUNCTIONS:

• Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Serves as a primary point of contact between patient and health care team to anticipate and appropriately address patient questions and concerns.
• Confirms patient understanding of primary care physician (PCP) assignment and educates patient on available tools, resources, appropriate and new services available.
• Conducts patient outreach to facilitate patient understanding of healthcare systems and services through the use of standardized scripts including mailings of welcoming packages, needed materials and thank you letters.
• Initiates data gathering through record review and telephonic outreach to complete timely and accurate documentation of appropriate care management forms for selected patient population.
• Ensures timely outreach to selected patient population and provides hand-off to care manager.
• Utilizes motivational interviewing techniques, facilitates communication with patient / caregiver for program engagement.
• Ensures ongoing coordinated management of patient care with appropriate resource allocations, referrals and notifications that are purposeful, supportive and interconnected with team members.
• Notifies care management team of patient requests, need for referral and facilitates referrals.
• Facilitates the identification, recommendation and appropriate enrollment to care management programs, patient transportation and other community-based assistance or support programs for selected patient population.
• Assists in care delivery through the provision of scripted health education and monitoring.
• Expedites completion of necessary forms and paperwork, confirms mailings, receipt of pertinent mailed materials, coordinates and tracks outstanding government / plan obligations and notifies appropriate team members for follow ups.
• Meets or exceeds productivity targets.
• Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Performs additional duties as assigned.

EDUCATION:

• One or two years of post-high school education or a degree from a two-year college.
• Certified Medical Assistant (CMA) preferred.

EXPERIENCE:

Minimum:

• Over 1 year and up to and including 3 years of experience in a healthcare setting.

Preferred:

• Over 1 year of experience as a medical assistant or clinical administrative capacity with the organization.

KNOWLEDGE, SKILLS, ABILITIES:

• Computer literate.
• Basic Microsoft Office skills.
• Ability to work with multiple computer platforms simultaneously.
• Outstanding customer service skills.
• Excellent verbal and written communication skills with ability to read, write, speak and understand English clearly.
• Good critical thinking skills and resourcefulness.
• Ability to problem-solve to effectively assist patient with issues and challenges.
• Health literacy and cultural awareness skills to effectively coordinate patient centric care.
• Basic understanding of managed care principles.
• Understanding of Medicare and MediCal / Medicaid benefits.
• Ability to concurrently perform multiple tasks.
• Ability to manage workload and complete assigned tasks within designated timeframes.
• Bilingual in English and needed language (based upon demographic needs of panel).

Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status