Scheduling Specialist - Cincinnati, OH

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.



UnitedHealthcare, a UnitedHealth Group company, provides network-based health and well-being benefits and services for employers and consumers nationwide. We use our strength, diversity and innovation to improve the lives of the more than 18 million people who receive our unique products and services. And our endless pursuit for excellence in everything we do extends to your career as well. Join us today for an inspired and purposeful mix of professional growth opportunities and personal rewards.


 


Job Description:


The Schedule Coordinator will serve as the front-line customer service representative for outbound and inbound calls associated with the Health and Wellness Program UMRmD. UMRmD is part of the Health Management Services team at United Medical Resources.  The impression created by the Schedule Coordinator is very important; it strongly influences how members feel about the UMRmD program and influences their likelihood of speaking with a nurse to complete an assessment. The primary purpose/responsibility of the Schedule Coordinator is to schedule appointments for nurses, route unscheduled calls to available nurses, and prepare and maintain a list of members who have been verified for eligibility and who have a phone number listed. The Schedule Coordinator has a thorough knowledge of the reason for the outbound call, hours of operation, and appointment openings, and is able to communicate this information to members on the phone as well as answer inquiries. It is important for the Schedule Coordinator to understand that the member on the phone may not always be receptive to unsolicited calls from their insurance company.


 


Job Responsibilities:


Arranges and coordinates the daily schedules for multiple nurses.

Places outbound calls to members, explains purpose for the call, and transfers member to available nurse for assessment completion.

Encourages members to schedule an appointment for a callback from a nurse if the member is currently unavailable to speak with a nurse or if a nurse is unavailable.

Receives inbound calls from members.

Maintains list/queue (for self-generated assessments) of members for nurses to call between scheduled appointments.

The Schedule Coordinator must verify eligibility and determine if there is a phone number listed for each member prior to being placed in this list.

Researches and locates valid phone numbers for members with missing or incorrect phone numbers.

Performs related duties as assigned.



Job Qualifications:



High School graduation (or equivalent).


One year of relevant experience.


Outgoing/Confident Personality: Because the Schedule Coordinator makes the first contact with each member, it is vital that this person be warm, friendly, and courteous.



The Schedule Coordinator should have experience in greeting and responding to the general public in a fast-paced, service-oriented environment.


This position requires a person who truly enjoys working with people.


Listening Skills: The Schedule Coordinator must be skilled at listening to others.



Since many members may not be familiar with UMRmD, it is not uncommon for them to be hesitant or even skeptical about speaking with individuals from UMRmD. Therefore, the Schedule Coordinator must closely listen and identify any concerns or resistance that the members may communicate.


Oral Communication Skills: It is critical for the Schedule Coordinator to have the ability to clearly explain the reason for the call, hours of operation and close each conversation with either a scheduled appointment or a transfer to a nurse.



Also, the Schedule Coordinator may need to mitigate any concerns or hesitation that the members may express.


Good Phone Manner: Whether or not a member actually keeps an appointment for a callback often depends on the ability of the Schedule Coordinator to effectively communicate over the telephone.



Good voice tone and the ability to articulate on the phone are vital.


The Schedule Coordinator should also have the ability to listen to and interact with a diverse group of people.


Call Control Skills: The Schedule Coordinator must have Call Control Skills.



Some members are more talkative and may enjoy the attention of having someone call them. In order for the Schedule Coordinator to reach established goals, it is important to be able to balance building rapport through courteous, polite conversation with the business goals.


Telephone and Computer Manipulation Skills: The Schedule Coordinator must be able to effectively and efficiently operate the telephone (answer calls, place members on hold, transfer calls, and retrieve voice messages) as well as various computer applications.


Policy and Procedure Knowledge: It is critical for the Schedule Coordinator to have a thorough understanding of and adherence to Care Management policies and procedures.


Good Organizational Skills: The Schedule Coordinator will be managing the daily schedules of several nurses. It is critical that she be able to manage multiple activities simultaneously, respond to varied requests, and perform several duties at the same time.


Reliability: The Schedule Coordinator must be prompt and consistent in performance (consistent arrival to and departure from work, regularly check voicemails, replying to members who have left messages, checking with nurses about schedule availability, etc.).


Ability to accurately coordinate and maintain multiple schedules.


Ability to perform administrative tasks associated with scheduling appointments.


 


Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V