Patient Financial Service Representative

UnitedHealth Group•Worcester, MA

4h•$18 - $32•Hybrid

About The Position

This position follows a hybrid schedule with (2) days in-office days per week. Our office is located at 385 GROVE STREET, Worcester, MA. 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. This role delivers patient financial and registration support by professionally handling inquiries, processing receivables, resolving account and insurance issues, and posting payments accurately. Responsibilities include educating patients on coverage and payment options, coordinating collections and bad debt activities, maintaining accurate records, and collaborating with providers and internal teams. The position emphasizes strong customer service, regulatory compliance, timely follow-up, and reliable attendance. 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 8:00am – 4:30pm. It may be necessary, given the business need, to work occasional overtime. We offer 8-12 weeks of paid training. The training will be during normal business hours, Monday - Friday. Training will be conducted onsite.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
1+ years of customer service experience (call center, medical, or office admin)
1+ years of experience in Healthcare
Proficient with Microsoft programs
General knowledge of Medical Terminology
Must be able to come onsite for training for 8-12 weeks
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 8:00am - 4:30pm. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

Medical billing experience

Responsibilities

Responds to patient/responsible party via telephone, in person and written contacts in a professional manner and according to Revenue Operations guideline. Processes patient receivables, and special requests in accordance with office policy and procedures
Responsible for coordinating and processing registration reports and issues
Processes incoming telephone calls, correspondence, visiting patients, responsible parties and guarantors in a timely and professional manner
Follows up on all requests in a timely and courteous manner
Counsels patients/responsible parties on third party insurance issues, charges and self-pay balances. Educates patients on insurance coverage and payment alternatives, including budgets and courtesy programs. Researches and resolves all issues
Resoles duplicate record issues. Processes registration audit trail and other reports as required or directed. Completes new patient registrations for affiliate practices and services provided at remote locations. Assists with monitoring all electronic medical record registration interfaces
Assists in processing accounts eligible for bad debt and collection agency submission
Coordinates issues with providers and collection agencies in a professional manner
Accurately posts self pay type payments according to standard procedures. Resolves refund and credit balance issues
Makes outgoing collection and inquiry telephone calls to patients/ responsible parties as directed
Processes estate, legal, budget, free care and other financial classes as directed
Fosters excellent quality customer service standards in daily operations
Communicates and interfaces with providers, staff, patients, family members and others to ensure high-quality patient care
Corrects unsatisfactory conditions that may arise or notifies manager or others of any discrepancies
Complies with health and safety requirements and with regulatory agencies such as DPH, etc.
Complies with established departmental policies, procedures, and objectives
Participates in performance improvement initiatives as required
Attends a variety of meetings, conferences, and seminars as required or directed
Enhances professional growth and development through educational programs, seminars, etc.
Complies with all health and safety regulations and requirements
Performs other similar and related duties as required or directed
Regular, reliable and predicable attendance is required