Supports administrative care management activities including performing outreach, answering inbound calls, and scheduling services. Serves as a point of contact to members, providers, and staff to resolve issues and documents member records in accordance with current state and regulatory guidelines.
Compensation
Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives.
Responsibilities
Perform outreach to members via phone to support with care plan next steps, community or health plan resources, questions or concerns related to scheduling and ongoing education for both the member and provider throughout care/service
Provide support to members to connect them to other health plan and community resources to ensure they are receiving high-quality customer care/service
Serve as the front-line support on various member and/or provider inquiries, requests, or concerns which may include explaining care plan procedures, and protocols
Support member onboarding and day-to-day administrative duties including sending out welcome letters, related correspondence, and program educational materials to assist in the facilitation of a successful member/provider relationship
Document and maintain non-clinical member records to ensure standards of practice and policies are in accordance with state and regulatory requirements and provide to providers as needed
Supervises daily operation of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families and referring providers multiple pathways to connect to UMass Memorial Health (UMMH). The Supervisor provides operational oversight of the PAC which includes implementing the PAC’s strategic direction, supporting short and long-term goals, staff oversight and accountability, and acting as liaison with patients, referring providers, UMMH providers, hospitals, and senior leadership.
Compensation
Hiring Range: $55,057.60 - $99,070.40 (based on a full time schedule of 40 hours per week).
Responsibilities
Coordinates daily activities for the Patient Access Center, including scheduling staff, maintaining work queues, and performing statistical reporting
Supervises PAC personnel including performance evaluations, scheduling, orientation, and training
Serves as the PAC liaison with assigned clinics and departments
Handles patients, families and referring providers to schedule patient appointments
Requirements
Associate degree in business, healthcare, or related field
Supervises daily operation of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families and referring providers multiple pathways to connect to UMass Memorial Health (UMMH). The Supervisor provides operational oversight of the PAC which includes implementing the PAC’s strategic direction, supporting short and long-term goals, staff oversight and accountability, and acting as liaison with patients, referring providers, UMMH providers, hospitals, and senior leadership.
Compensation
Hiring Range: $55,057.60 - $99,070.40 (based on a full time schedule of 40 hours per week).
Responsibilities
Coordinates daily activities for the Patient Access Center, including scheduling staff, maintaining work queues, and performing statistical reporting
Evaluates workload across priorities and distribute and monitor the flow of work for an assigned group of employees
Ensures staff coverage and schedule
Serves as the point of contact for escalated phone calls, technical issues, and workflow questions
Manages the operations of the PAC to ensure optimal performance, patient, and provider experience
Requirements
Associate degree in business, healthcare, or related field
Supports administrative care management activities including outreach, answering inbound calls, scheduling services, and maintaining member records in compliance with state and regulatory guidelines.
Responsibilities
Perform outreach to members via phone to support care plan next steps
Answer inbound calls and resolve member/provider inquiries
Schedule services and document member records
Maintain non-clinical member records in compliance with state regulations
Provide outreach to members and connect them to health plan and community resources