POSITION DESCRIPTION

OPPORTUNITIES WITH AMERICAN HEALTH NETWORK, OPTUMCARE PARTNER. When you join American Health Network (AHN), you become part of a team that strives to identify and retain the top healthcare professionals in the markets it serves. At American Health Network, we want to be the best health care organization we can be. Our mission is to improve the health of our patients. We're a physician-led organization, operating over 70 medical offices in Indiana and Ohio, with over 300 providers and 1200 employees. We're also an OptumCare partner, part of the UnitedHealth Group family of businesses, and backed by the resources of a global health care organization working to help people live healthier lives and help make the health system work better for everyone. That's an important differentiator as more people need our help simplifying the complexities of the American health care system. At the same time, the culture of AHN supports work-life flexibility for providers and places a high value on their physical, emotional, financial and other aspects of well-being.

Find out what it means to be part of an exceptional company that values its providers, its role in health care, and making a difference one patient at a time. Take a look at AMERICAN HEALTH NETWORK and explore a new path to YOUR LIFE'S BEST WORK.(SM) The PATIENT EXPERIENCE/TELEMEDICINE ADMINISTRATOR is responsible for collaboration with AHN/Optum department to ensure the best possible patient experience.

PRIMARY RESPONSIBILITIES: Telemedicine Functions

• Communicate with Client/Employer plan administrators:

  • New employee members
  • Provide marketing material requested by the plan administrators for employer groups
  • Provide utilization reports for employers and health plans
  • Collaborate with Marketing on communication and communication materials for clients

• Scheduling:

  • Patients
    • Serve as the primary contact for telemedicine and videoconferencing for patients
  • Provider
    • Distribute provider schedule to all telemedicine providers
    • Monitor, assign and manage provider on-call schedule on the Admin portal
    • Monitor daily coverage on Admin portal/Provider portal

• Support

  • Monitor emails sent to Telemedsupport@ahni.com from Teladoc and UMR
  • Monitor emails sent to Telemedsupport@ahni.com by providers
  • Review any patient responses and work with patients to resolve issues
    • Manage refunds if needed from OC24health side
    • Follow up on issues reported due to payment issues
  • Monitor patient satisfaction survey results and work with Telemed Leader to improve patient satisfaction
  • Collaborate with Teladoc tech support as necessary
  • Open and monitor tickets in Team Support on Teladoc side
  • Provide demonstration of telemedicine platform for new and participating providers
  • Add/manage new users and roles
  • Configure templates, settings, advertisements and coupons
  • Edit persons and profiles
  • Manage/activate/deactivate user accounts
  • Manage configured patients and person search
  • Schedule visits
  • Upload provider files
  • Resend visits to EMR
  • Coordinate management of interfaces - NG/RTE

Patient Experience

• Serve as a liaison between customers, patients, and/or their families and AHN/Optum and provide insight and information as it relates to both improvement and complaint management processes
• Create reports and shares metrics, which may include complaint, patient satisfaction, NPS and other quantitative and qualitative data
• Compile, analyze and interpret findings/trends for further review by leadership in order to forecast process and service improvement initiatives
• Investigate and document the patient's concerns and works with clinical and support staff to coordinate a response to the patient
• Assist with special projects and/or activities as requested by Director of Patient Experience or other leadership staff
• Track benchmarks and reports to management and staff
• Participate in the creation and implementation of action plans resulting in increased patient experience
• Assist with hiring and training of new employees

REQUIRED QUALIFICATION:

• High School Diploma
• 2+ years of experience in healthcare, hospitality, customer service, human resources or patient experience-related field
• Proficient in Microsoft office

PREFERRED QUALIFICATION:

• Bachelor's degree

Proof of immunity to vaccine-preventable diseases is an employment requirement. CAREERS WITH OPTUM. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do YOUR LIFE'S BEST WORK.(SM)

Diversity creates a healthier atmosphere: 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. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.