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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work. SM

The Business Operations Specialist is responsible for collecting medical records from chart review programs. This role is a telecommuting position. You will be a member of the Provider Outreach team working under the direction of a team lead, SME and/or manager, responsible for provider outreach and quality assurance (QA) functions in support of the Provider Not Participating (PNP) team. This team interfaces with provider offices and hospitals to collect medical records needed under various Health Plans via outbound calls including educating providers on the reason for the project and can build relationships and listen to provider relate issues and work to resolve those in a timely manner. This position will also work closely with a retrieval vendor. You may also flex between Outreach Operations programs based on business need.

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

Primary Responsibilities:

• Contact providers, hospitals and/or clinical staff via phone and email to explain program and request, set commitments for information return, and explain options for completing and transmitting information
• Develop and manage on-going relationships with designated providers to reduce provider abrasion, drive program participation and enhance productivity and efficiency
• Collaborate with a third-party retrieval vendor in order to successfully release medical record request for providers/hospitals
• Manage PHI and provider outreach
• Make approximately 40 outbound calls daily and meeting program specific metrics to be outlined by leadership
• Your day to day will consist of 80% telephonic outreach and 20% written communication and provider data research
• Respond to monitoring coaching and various forms of feedback and quality analysis to meet or exceed performance metrics
• Adhere to Protected Health Information PHI policies and practices

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 (or higher) OR 4+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• 3+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• 1+ year experience utilizing MS Office applications (Intermediate level of use) including Word and Excel
• 1+ year of experience with online research

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)

Soft Skills:

• Ability to compose grammatically correct correspondence that translates program expressions into simple terms that the office contact can easily understand
• Ability to use negotiation skills to encourage the office contact to return the medical records timely.
• Ability to apply creative thinking skills when needed to resolve questions as it relates to Provider Claim Review.
• Ability to thrive on change, to adapt to multiple focuses in short amounts of time
• Ability to work independently, apply critical thinking skills when needed, multi-task and demonstrate professionalism in all interactions.
• Effective communication skills and an articulate and professional phone presence

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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

California, Colorado, Connecticut, Nevada, New York, Washington or Rhode Island Residents Only: The hourly range for California, Colorado, Connecticut, Nevada, Washington or New York City residents is $18.80 to $36.78. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer 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.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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