Records Management Specialist II

This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. For all hires in Minneapolis, Virginia, Maryland, or Washington, D.C. area, you will be required to work in the office for a minimum of four (4) days per week.

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, dataand resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefitsand career development opportunities. Come make an impact on the communities we serve as you help us advance health optimizationon a global scale. Join us to start Caring. Connecting. Growing together.

The Records Management Specialist II acts as the primary point of contact for healthcare providers interacting with our organization. This role is responsible for ensuring that providers have the tools and support needed to accurately submit documentation, access and utilize the provider portal, and resolve operational issues. The coordinator will handle a high volume of inquiries, troubleshoot technical and procedural problems, and ensure compliance with internal policies and contract deliverables. This role requires a strong background in healthcare operations, customer service, and data accuracy, with the ability to communicate clearly and effectively with clinical and administrative staff.

This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm. It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of on-the-job training, The hours of the training will be 8:00am - 5:00pm CST. Monday - Friday.

Primary Responsibilities:

• Transcription
  • Accurately review and interpret paper-based medical documentation submitted by providers
  • Transpose or transcribe clinical data into internal systems, ensuring completeness, accuracy, and compliance with data standards
  • Maintain high attention to detail to prevent data entry errors that could impact patient care or reporting
• Provider Communication
  • Serve as the primary liaison for providers, offering clear guidance and support throughout the documentation retrieval process
  • Respond to provider inquiries with professionalism, empathy, and a solutions-oriented mindset
  • Initiate proactive outreach to ensure timely submission of required documentation and foster provider satisfaction
• Problem-Solving and Issue Resolution
  • Navigate providers through complex documentation workflows, offering step-by-step assistance tailored to their unique needs
  • Identify and resolve issues related to form submissions, system errors, or missing information
  • Collaborate cross-functionally to escalate and resolve persistent challenges, ensuring minimal disruption to provider operations
• Portal User Support
  • Deliver real-time technical support for provider portal navigation, including troubleshooting login issues and guiding document uploads
  • Conduct informal training sessions to empower providers with the knowledge to independently manage portal tasks
  • Strive for one-call resolution to enhance provider experience and reduce repeat inquiries
• Inbound Communication
  • Manage a fluctuating volume of inbound calls and emails from providers and patients with professionalism and efficiency
  • Address concerns related to missing documentation, service delays, or submission procedures with clarity and urgency

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction 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 OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years similar or related education, experience and/or applicable military experience
• Data entry and customer service experience
• Knowledge of healthcare documentation and terminology
• Ability to perform detailed work with a high degree of accuracy
• Analytical thinking, multi-tasking, organizational and time management skills
• Verbal and written communication skills, specifically with phone soft skills
• Ability to work independently as well as with a team and must be able to problem solve and propose solutions in a fast-paced environment
• Must be comfortable being on the phone most of the day
• Intermediate computer skills including Microsoft Office programs and electronic file/database management experience
• Ability to work full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Proficient typing ability
• National Career Readiness Certificate
• Medical or dental transcription
• Experience in managed care, provider network operations, or healthcare IT
• Knowledge of HIPAA, CMS, and other healthcare regulations
• Bilingual communication skills (if applicable to provider base)
• Experience with data analysis tools (Excel, Tableau, etc.)

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

*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 salary for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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