Job Description

Opportunities at Northern Light Health, in strategic partnership with Optum. Whether you are looking for a role in a clinical setting or supporting those who provide care, we have opportunities for you to make a difference in the lives of those we serve. As a statewide health care system in Maine, we work to personalize and streamline health care for our communities. If the place for you is at a large medical center, a rural community practice or home care, you will find it here. Join our compassionate culture, enjoy meaningful benefits and discover the meaning behind:  Caring. Connecting. Growing together.

Schedules patients for appointments by collecting clinical, demographic, and insurance information, and leveraging appropriate applications to facilitate booking the encounter per the patient, provider, or representative's request. This work may be conducted over the phone, or in person.

This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:30am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at Cianchette Bldg, 43 Whiting Hill Rd Brewer, Maine 04412.

Primary Responsibilities: 

• Greets visitors and patients in person or over the phone, upholding excelling customer service skills. Performs scheduling functions or provides information, forwards callers, or records messages as needed
• Receives and assesses requests from patients, providers, and payers
• Facilitates access to Northern Light Health services by performing multi-facility and multi-resource scheduling including but not limited to office appointments, diagnostic testing, and procedures
• Schedules, reschedules, confirms, acknowledges, and cancels patient appointments for multiple modalities and procedures
• Consults with departments/offices when orders are unclear or need adjustments. 
• Ensures the use of proper documentation including cancel, reschedule, and override guideline reasons
• Understands all aspects of phone statistics and the individual impact on overall metrics, including service levels and abandonment rates
• Completes registrations with accuracy and works worklists timely
• Works closely with scheduling leadership for assistance and process improvement
• Maintains a safe environment complying with NLH policies and procedures; reports and directly addresses environmental hazards and violations of patient safety policy and/or protocol when involved or observed
• May perform other duties upon request

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 
• 1+ years of experience in a medical office working directly with patients (examples - Medical Assistant, CNA, or Medical Secretary)
• Basic level of computer proficiency including the ability to send and receive emails, type general correspondence, enter data into spreadsheets, and use necessary software applications with close attention to detail
• Full Flu vaccination is an essential job function of this role. Candidates located in states that mandate Flu booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation
• Ability to work 8:30am - 5:00pm EST. It may be necessary, given the business need, to work occasionally overtime or weekends
• Must live within a commutable distance to 43 Whiting Hill Rd, Brewer, Maine 04412

Preferred Qualifications:

• Associate's Degree (or higher) in healthcare administration, finance, business, or related field
• Call center and medical office experience
• Knowledge of medical terminology

Soft Skills:

• Demonstrates system values and integrates them into daily organizational practice
• Actively supports patient-centered care with respect for the diversity of human experience and demonstrating integrity with the handling of sensitive patient information
• Ability to work independently and in a team atmosphere and promotes a positive environment
• Verbal and written aptitude for adequate communication with the general public, providers, physician office staff, registration staff, and other healthcare professionals
• Ability to navigate and utilize system applications and associated materials needed to perform duties
• Position requires extensive customer service and phone utilization, visual and auditory acuity, finger-wrist repetitive motion, and utilization of a computer/keyboard
• Self-driven with an ability to multitask and prioritize based on daily needs

Physical and Work Environment:

• Work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools
• Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16.15 to $28.80 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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

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