Associate Patient Service Specialist

UnitedHealth Group • Worcester, MA

1d • $16 - $29 • Remote

About The Position

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.
Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Specialist plays an integral role as a member of the patients care team by screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem-solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. Must have clear verbal and written communication skills to ensure the patient and team members understand next steps.
Schedule: This position is full-time, 40 hours, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime.
Location: This role is Remote in Worcester, MA. Training will be completed remotely. The hours of training will be aligned with your schedule.
If you are located within a commutable distance to a Reliant office that is nearest to you in MA or surrounding locations, you will have the flexibility to work remotely as you take on some tough challenges.
Department: Endocrinology

Requirements

• High School Diploma/GED (or higher)
• 1+ years of customer service experience in a clinical setting
• 1+ years of Electronic Medical Record (EMR) experience
• Ability to work full time (40 hours/week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 AM and 5:00 PM. It may be necessary, given the business need, to work occasional overtime
• Must be 18 years of age OR older

Nice To Haves

• Experience in an Automatic Call Distribution (ACD) call center setting
• EPIC experience
• Reside within commutable distance to the nearest Reliant location to you
• 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 Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Responsibilities

• Supports a high volume of calls typically for a defined region/department with back up support to a sister region/department adhering to department productivity standards set forth by service line
• Screens all incoming patient inquires to determine whether those inquiries can be appropriately handled by the Patient Service Specialist or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call
• Adheres to service line booking guideline ensuring safe and optimized clinic utilization that supports the needs of our patients
• Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line including answers any corresponding questions. Understands all documents and processes
• Documents details of each call in the patients’ electronic medical record using both service line documentation tools as well as free text when appropriate to ensure coordination of care
• Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance
• Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor
• Participates in resolving operational difficulties, communicating with supervisors regarding department issues/ problems and opportunities for improvement
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
• Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department

Benefits

• 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.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED