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UnitedHealth Group Patient Advocate Clinic Operations South Fort Worth TX in Fort Worth, Texas

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

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:

  • Associates and/or Bachelor’s degree in health or business administration preferred but not required or 4 years of comparable clinic operations work experience

  • 2 years’ experience supporting a health care or customer service environment

  • 3+ years of 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, 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

  • This position requires Tuberculosis screening as well as proof of immunity to Measles, Mumps, Rubella, Varicella, Tetanus, Diphtheria, and Pertussis through lab confirmation of immunity, documented evidence of vaccination, or a doctor’s diagnosis of disease

Preferred Qualifications:

  • Experience with clinical processes and Medicare Advantage plans

  • Bilingual (English/Spanish) language proficiency

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 380,000+ 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: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

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

Job Keywords: Patient Advocate Clinic Operations, Fort Worth, Arlington, TX, Texas