Part Time Patient Service Representative II

UnitedHealth Group•Norwood, MA

9d•$18 - $32•Remote

About The Position

Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative II plays an integral role as a member of the patients care team by screening all incoming calls and/or myhealth messages 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. As a level II representative, utilizes advanced skill set to perform all duties of the Patient Service Representative I, consistently meets all performance expectations set forth by the service line and serves as resource and mentor for other Patient Service Representatives. Manages more complex work including support to multiple regions, specialties and/or service lines Must have clear verbal and written communication skills to ensure the patient and team members understand next steps. This position is part time (24 hours / week). Employees are required to have flexibility to work any of our 8-hour shifts are available between 6:00 AM and 9:00 PM EST, seven days a week. The role totals 24 hours per week, worked over three days. Specific days will be discussed, but at least one weekend shift is required. We offer 4 - 12 weeks of paid training. The hours during training will be 8:00 am to 4:30 pm, Monday - Friday (3 days a week). Training will be conducted virtually from your home. Must have the ability to come onsite during first week of training to pick up equipment and first day onsite (if external).

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of experience in a customer service role
2+ years of experience in healthcare field
Technical proficiency in Microsoft, scheduling software and electronic medical records systems (Epic or equivalent)
Ability to work weekends
Ability to work part time (24 hours / week). Employees are required to have flexibility to work any of our 8-hour shifts are available between 6:00 AM and 9:00 PM EST, seven days a week. The role totals 24 hours per week, worked over three days. Specific days will be discussed, but at least one weekend shift is required.
Reside within commutable distance to the office at 1177 Boston Providence, Norwood, MA
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
Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations
Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance
Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents
Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers
Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers
Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situations
Ability to work collaboratively with interdisciplinary teams of consisting of remote and onsite staff to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

3+ years of experience in a clinical or customer service setting
Problem solving and complex patient management skills
Working knowledge of patient related documents

Responsibilities

Supports a high volume of calls typically for multiple regions, departments and/or service lines adhering to department productivity standards set forth by service line(s)
May support additional patient inquiries such as myhealth Medical Advice messages requiring a higher level of critical thinking and evaluation to determine next steps in accordance with service line (s) standard work
Maintains a higher degree of technical expertise than Patient Services Representative I and serves as role model to Patient Services Representative I’s. Able to problem-solve and serve as a resource to other Patient Services Representatives
Supports, mentors and trains Patient Service Level I staff
Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department
Participates in special projects and ongoing programs unique to the department
May represent department on groups and teams related to process improvement opportunities
Assists with data collection activities and provide appropriate follow up for statistical reports or required studies, ensuring data is properly collected and accurate (e.g. service observations, telephone statistics)
Screens all incoming patient inquiries (through phone, or myhealth) to determine whether those inquiries can be appropriately handled by the Patient Service Representative 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 guidelines to ensure that clinic utilization is optimized safely and effectively as well as 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 and 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 in addition to 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 and communicates with supervisor 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
Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment
Performs other duties as assigned