Patient Support Specialist Lead - Poughkeepsie, NY

If you are in Poughkeepsie, NY, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.
One of five regions in the Optum nationwide network, Optum Tri-State comprises three large multispecialty groups, CareMount Medical, ProHEALTH NY, and Riverside Medical Group.
Optum Tri-State brings patients local care, backed by national expertise.
As a premier provider of health care services, Optum Tri-State offers services including primary care, urgent care, a diverse range of specialty care, outpatient surgery, and imaging.
The regions draws on the knowledge of leading doctors and healthcare experts to help 1.
6 million patients across 630 locations access high quality, affordable healthcare within their community.
Together, for better health, Optum is committed to providing the highest standard of comprehensive medical care in a patient-centered and compassionate environment, with the comfort and convenience of being close to home.
If helping people live their healthiest lives is attractive to you, Optum is the place to be! We value work-life balance and have flexible on-site and remote non-clinical opportunities available.
We believe in employee development, professional growth and company longevity.
Our culture is one of mutual respect, teamwork and equality.
Competitive salary, great benefits, and other attractive incentives.
Position Overview: The Patient Support Specialist Team Lead provides superior service and support to all patients calling Optum TriState’s Contact Center and support for Patient Support Specialists to ensure a quality patient experience.
Our office is located at 6 NEPTUNE RD, Poughkeepsie NY.
Employees will be required to work some days onsite and some days from home.
This position is full-time (40 hours/week) Monday - Friday.
Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30am - 5pm EST.
It may be necessary, given the business need, to work occasional overtime.
We offer 2 weeks of paid training.
The hours during training will be 8:30am - 5pm EST.
, Monday - Friday.
Training will be conducted onsite.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities: In conjunction with the Patient Support Supervisor, monitor Senior and Patient Support Specialists’ performance trends; based on Key Performance Indicators (KPI’s).
Increases employee motivation, engagement and accountability by supporting coaching efforts, performance improvement initiatives and adherence to policy/procedure standards.
Provide real time management by monitoring ACD queues and dashboards.
Interact with office and remote staff to troubleshoot connectivity issues and schedule adherence challenges to drive occupancy and meet service level expectations.
Act as first point of escalation for Senior and Patient Support Specialists.
Participate in team meetings and facilitate weekly group huddles to ensure Senior and Patient Support Specialists are up to date and refreshed on call center processes, procedures and systems.
Provides assistance, guidance and on-the-job training to Senior and Patient Support Specialists and new hires.
Apply Patient Experience Tenants and provide exceptional care by achieving one-call resolution through expert scheduling capabilities, in a courteous and professional manner.
Maintains expert knowledge of physician scheduling guidelines and services provided by Optum, as well as departmental policies and procedures.
Utilizes all available resources; including Knowledgebase, iCare, Salesforce, MHD and websites to efficiently and effectively assist and provide patients with accurate and appropriate information.
Schedules appointments; including but not limited to physicals, office visits, consults, hospital follow ups, annual wellness exams and CDL exams.
Verifies and updates patient account and contact information per policy and procedures.
Identify, research and report scheduling/patient/operational issues to Leadership team, suggest solutions and take necessary steps to promote an environment of continuous improvement and best practices.
Takes initiative to collaborate with Leadership team and participates in cross functional focus groups for opportunities to cross-train and advance in skill/career development.
Ability to work a rotating Saturday schedule.
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 equivalent experience 2+ years of Customer Service experience working with the insurance, medical or behavioral health setting Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications Working environment suitable to maintain patient and information confidentiality in regards to HIPPA, PHI, and PCI compliance.
Must be 18 years old or older Ability to work full-time (40 hours/week) Monday - Friday.
Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30am - 5pm EST.
It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications: 2+ years experience in CareMount Medical’s Contact Center (or equivalent).
Large multi-specialty group medical practice experience Soft Skills: Self-starter with the ability to work independently.
Telecommuting Requirements: Reside within commutable distance of 6 NEPTUNE RD, Poughkeepsie NY Ability to keep all company sensitive documents secure (if applicable) Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
New York Residents Only: The hourly range for New York residents is $18.
80 - $36.
78 per hour.
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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