Expanded Practice Support Assistant

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The Expanded Practice Support Assistant serves as an advanced administrative and care coordination professional who supports high-quality, patient-centered care across primary care, specialty care, and behavioral health settings. Working with a high degree of autonomy, this role combines complex practice support responsibilities with proactive patient outreach, care coordination, population health support, and quality improvement activities with room for growth.

As a key member of the interdisciplinary care team, the Expanded Practice Support Assistant acts as a liaison between patients, families, providers, behavioral health clinicians, community resources, and internal departments to ensure efficient coordination of care and exceptional patient experiences. The position requires advanced organizational skills, strong analytical capabilities, excellent communication skills, and the ability to manage multiple priorities while supporting both operational and clinical workflows.

This role is responsible for complex scheduling, referral management, patient outreach, care plan support, reporting, documentation management, and facilitating access to services that improve patient outcomes. The Expanded Practice Support Assistant demonstrates expertise in electronic medical record systems, independently resolves complex patient and operational issues, supports quality initiatives, and contributes to performance improvement efforts across the practice.

Location: 1250 Hancock St, Quincy, MA 02169

Department: Behavioral Health

Schedule:

• Full time, 40 hours/weekly. Monday through Friday, hours 8:30AM - 5:00PM. Position is eligible for a hybrid work schedule after initial 2-4 months of training.
• Training will be 100% onsite, 5 days per week at Wellesley practice: 230 Worcester St, Wellesley, MA.
• Hybrid schedule will be 3 days in office, 2 days at home after initial 2-4 months training (training is onsite, 5 days per week).

If you reside near Quincy, MA or Wellesley, MA, you will enjoy the flexibility of a hybrid-remote role as you take on some tough challenges.

Primary Responsibilities:

• Manage complex scheduling tasks, including appointment booking, template adjustments, and patient outreach
• Coordinate and facilitate patient-centered care by supporting care plans, monitoring adherence to appointments, referrals, diagnostic testing, and medication regimens, and assisting patients in navigating the healthcare system.
• Serve as a liaison between patients, families, providers, behavioral health clinicians, care managers, and community resources to promote effective communication, care coordination, and positive patient outcomes.
• Ensure accurate data collection and reporting; handle follow-up activities and referral tracking
• Deliver exceptional customer service by responding to patient inquiries, resolving complex or escalated issues, supporting patient satisfaction, and fostering positive patient-provider relationships.
• Support front-end practice operations, including patient check-in/check-out, waiting room management, verification of demographic and insurance information, and coordination of patient flow.
• Process and manage administrative and clinical documentation, including referrals, prior authorizations, prescription renewal requests, forms, medical records, and other patient-related documentation, ensuring accurate and timely entry into the electronic medical record.
• Assist with departmental coverage planning, cross-training, onboarding, and cross-functional support across multiple practice locations as needed.
• Collaborate with supervisors on coverage and workflow; lead huddles as needed
• Conduct patient outreach through telephone, patient portal, mail, and other communication methods to support engagement, close care gaps, provide appointment reminders, and address barriers to care.
• In collaboration with clinical team, maintain knowledge of internal and community resources and provide patients and families with educational materials and resource referrals to address medical, behavioral health, and social needs.
• Participate in quality improvement initiatives, special projects and other duties as assigned in support of practice operations, patient care, and organizational objectives.

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 customer service experience in a healthcare or social services setting
• Intermediate level of proficiency in Microsoft Office and electronic medical records (EMR)

Preferred Qualifications:

• Associate's Degree in medical office administration program or Bachelor's Degree in related field (typically in healthcare administration, psychology or healthcare related field)
• Previous EPIC experience
• Proven solid problem solving and complex patient management skills
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $18.00 to $32.00 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.

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.

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

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