Patient Advocate Clinic Operations

UnitedHealth Group - Irving, TX3.6

Full-timeEstimated: $40,000 - $51,000 a year
The Patient Advocate Clinic Operations is responsible for actuating member retention. Position will enhance customer satisfaction and clinic services by providing best-in-class telephone support for problem resolution for patients. Patient Advocate will answer dedicated phone line. This position will support marketing events with outbound and inbound calls to assist clinic operations with clinic retention event(s) awareness in the assigned market. Patient Advocate will receive and file complaints appropriately. Patient Advocate is responsible for the planning, successful execution and follow up for a diverse range of patient communication campaigns.

Primary Responsibilities:
Supports corporate retention and loyalty programs to meet retention goals in regards to saves, reinstatements and customer longevity and analyzes data in order to make appropriate recommendations for ongoing strategies

Maintains effective relationships with health plan partners in support of health plan/membership retention.

Monitor and analyze results to determine effectiveness of campaigns on a weekly basis

Applies immediate changes to strategies as required

Ensure current and comprehensive knowledge of trends, innovation and changes that affects patient satisfaction, loyalty and engagement

Attend external training as required

Continually promote the effective use of communications in areas such as patient satisfaction and staff training

Collaborates with Marketing Leadership and Clinic Operations leadership staff to develop and maintain customer focus and patient loyalty

Acts as patient advocate through providing appropriate patient/provider resources as needed

Manage calls regarding patient concerns for local market for basic general benefit information and transfers calls accordingly when necessary

Assists local market by notifying patients of new PCP, PCP moves and panel changes

Conducts surveys when needed

Assists local market clinics outbound calls to new patients welcoming them to the clinic and answering any questions they have regarding basic general benefits and local market WellMed Services

Completes a 2 week follow-up call making sure 1st appointment went well and patient was fully satisfied with visit, doctor, and clinic staff as needed

Monitors the disenrollment’s via local market database

Reviews the market disenrollment(s) log to ensure contact has been made to identify root cause for disenrollment(s)

Complaints: Gather information and notify clinic administrator/coordinator/ supervisor and assigned regional manager

Call patient to notify them of clinic contact

Calls patient after resolution (24hrs) and documents for tracking

Assists local market clinics with missing patient tracking/contact as needed or directed by local market leadership

Assist and support marketing reps with inbound and outbound calls related to local area market retention events

Receives inbound calls tracking RSVP for different local area market retention events.

Performs all other related duties as assigned

Required Qualifications:
4+ years experience comparable clinic operations work experience
2+ years experience supporting a health care or customer service environment
3+ years experience in Community Outreach, Communications or a related field
Computer literacy
Knowledge of computer programs and applications
Knowledge of health care administration, clinic philosophy and policies and operating procedures
Knowledge of governmental regulations and reimbursement standards
Skill in exercising initiative, judgement, problem solving, decision making
Skill in developing and maintain effective relationship with staff, Senior Management, patients, vendors, payers, and the public
Ability to analyze and interpret complex data
Ability to research and prepare comprehensive reports
Ability to monitor compliance standards
Ability to travel up to 30% within assigned markets
Strong copy editing, and written content development
Proven strategic and critical thinking skills
Ability to manage multiple projects
Ability to present, coach and educate staff
Exceptional interpersonal skills with ability to interface effectively internally with all levels of staff including physicians, office staff, and patients
Excellent problem solving skills with effective follow through
Strong verbal and written communications skills

Preferred Qualifications:
Associates and/or Bachelor’s degree in health or business administration
Experience with clinical processes and Medicare Advantage plans
Bilingual (English/Spanish) language proficiency

Physical & Mental Requirements:
Ability to lift up to 50 pounds
Ability to sit for extended periods of time
Ability to stand for extended periods of time
Ability to use fine motor skills to operate office equipment and/or machinery
Ability to receive and comprehend instructions verbally and/or in writing
Ability to use logical reasoning for simple and complex problem solving

Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 350,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi - specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

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.