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 Departmen t: 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.

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