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UnitedHealth Group Associate Patient Care Coordinator - Phoenix, AZ in Phoenix, Arizona

Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life’s best work.SM

Your work will not only impact the bottom line, but it will also make a difference in the lives of our patients who receive services in the communities in which we serve, greatly reducing their wait times to receive services upon arrival and reduce their financial burden concerns when they should be focusing on receiving a positive experience upon arrival. At the end of the day, you'll know you are doing your life's best work.SM

The Associate Patient Care Coordinator is directly responsible for managing a workload of moderate to medium complexity, responsible for contacting patient / guarantor to validate and / or obtain patient / guarantor information. The Associate Patient Care Coordinator will also inform and educate the patient of their “estimated out of pocket” Perform patient pre - financial counseling by reviewing patient benefits and collecting patient liability from Optum360’s Patient Contact Center (OPCC).


  • Ensures a positive patient experience throughout the registration process while employing excellent customer service skills.

  • Calls patients in advance of upcoming scheduled services to verify and explain patient insurance

  • Obtains required patient identification in compliance with Patient Heath Information (PHI)

  • Collects accurate and thorough patient demographic data, including insurance coverage

  • Informs and educates the patient of their “estimated out of pocket” costs

  • Complete the Medicare Secondary Payer (MSP) for those patients that have Medicare coverage

  • In the event the services do not meet medical necessity, explains the Advanced Beneficiary Notice (ABN) and notifies patient that the ABN will need to be signed at the time of arrival for services

  • Collects patient “estimated out of pocket” by phone or establish a payment arrangement

  • Understands and follows the “Delay / Defer” procedure and escalates accounts that do not meet financial clearance standards to Patient Registration leadership immediately

  • Follows standardized call scripts and procedures

  • Explains the Payment and Billing Assistance Program to all patients regardless of financial concerns or limitations

  • Adheres to the organization’s policies and procedures for resolution of patient financial liability

  • Be an information source for patients by explaining hospital policies, patient financial responsibilities and Patient Rights and Responsibilities

  • Other duties as needed and assigned by their Manager, Director and or Senior Director


  • High School Diploma / GED (or higher)

  • 1+ year experience in Customer Service or related call center environment

  • Proficient computer skills

  • Proficient data entry and typing skills

  • Able to perform basic mathematics for payment calculation

  • All new hires will be required to successfully complete the Patient Access training classes and demonstrate proficiency of the material

  • This position is full - time (40 hours / week) Monday – Friday position. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7am - 7pm)


  • Administrative experience in medical facility, health insurance, or related area

  • Bilingual Spanish and English

  • Thorough understanding of insurance policies and procedures

  • Working knowledge of medical terminology

  • Experience in requesting and processing financial payments

  • Knowledge of charity care programs as well as the various government and non - government programs


  • Excellent communication capability; persuasive, inclusive, and encouraging; the ability to listen and understand; Ability to elicit cooperation from patients

  • Basic verbal skills required to take direction from leadership and collaborate with co - workers to perform job function

  • High sense of responsibility and accountability; Takes ownership and initiative

  • Results - oriented with an eye toward the end - goal and business results as the objective

  • Ability to think and act; decisiveness, assertiveness, with ability to achieve results quickly

  • Adaptable and flexible, with the ability to handle ambiguity and sometimes changing priorities

  • Professional demeanor and positive attitude; customer service orientation

  • Ability to learn, understands, and applies new technologies, methods, and processes

  • Ability to be a self - starter and work independently and as a team to achieve a common goal

  • Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Optum360 and our client organization(s)

Careerswith OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life’s bestwork.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.

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

Keywords: customer service, registration, admissions, health insurance, Optum360, Phoenix, AZ