Patient Check-In Representative

UnitedHealth Group•Norwood, MA

7d•Onsite

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. Position in this function performs Patient Check-In Representative duties with a high level of autonomy and competency. Serves as a key member of the medical team, delivering excellent customer service and supporting strong patient-clinician relationships. In addition to core responsibilities, handles significant higher-level administrative tasks. Under general supervision of the Supervisor or Regional Manager of Central Check-In Operations, the Patient Check-In Representative professionally greets and performs any necessary health screening for all patients entering the practice for medical appointments. Verifies patient demographics and insurance information, making any necessary changes in the Practice Management System. May obtain and enter appropriate referral information. Ensures all patients have completed and signed all forms as needed. Completes appointment check-in to inform clinical unit of patient’s arrival. Collects expected payments for visit and outstanding balances.

Requirements

High School Diploma/GED
1+ years of customer-facing experience or healthcare experience
Intermediate level of proficiency with computer skills (keyboarding, data entry and moving quickly between multiple application systems, proficient in email)
Access to reliable transportation

Nice To Haves

Previous Epic experience
Working knowledge of check-in or registration procedures and self-pay collections in a healthcare environment is preferred
Working knowledge of medical office check-in functions including health plan coverage and referrals, authorizations, patient balance terminology (deductible, co-pay, co-insurance) is preferred
Demonstrated customer service and recovery skills, strong verbal, written and telephone communication skills
Demonstrated working under time pressure, juggling multiple priorities, managing deadlines
Teamwork, flexibility, reliability, adaptability, able to be flexible with work schedule
Attention to detail, demonstrated multi-tasking skill

Responsibilities

Completes check-in process including general health screening procedures to notify clinical unit patient has arrived and directs patients according to service line customer service standards
Identifies patients with incomplete registrations and may update info; calls Central Registration Office or scans insurance card as needed for follow up by Central Registration
Ensures patients are registered with the correct accounts. Verifies and updates demographic and insurance information. Ensures all patients have completed and signed registration, NPP non-covered services waiver forms and any other applicable forms as required for compliance or billing purposes
Collects payments, co-payments, and past due balances and posts payments to appropriate account and date of service
May review, research, and correct information as needed for work business reports or work queue including but not limited to incoming referral work queue, missing coverage reports, and outstanding balance reports after 90 days in role
May provide information to patients as requested, order ambulance and/or coordinate transportation when needed, perform overhead pages for Rapid Response, arrange for Interpreter Services and provide site phone coverage as necessary
Performs other duties as assigned
Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health informatio

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.)
comprehensive benefits package
incentive and recognition programs
equity stock purchase
401k contribution