Patient Service Representative II

UnitedHealth Group • Boston, MA

1d • $18 - $32 • Hybrid

About The Position

Under direct supervision, the Patient Service Representative II performs an advanced role in improving patient access by handling incoming inquiries and helping patients manage appointments and care. The role supports an interdisciplinary coordinated care model and provides customer service that strengthens the patient-clinician relationship. This representative handles complex incoming-call issues, serves as a resource and mentor to lower-level representatives, and performs all duties of a Patient Service Representative I.

The position is in the Orthopedics, Hand, & Podiatry Call Center. The schedule is Monday through Friday, 8:30 a.m. to 5 p.m. Eastern Time. Employees residing within a commutable distance (approximately 30 minutes) of an Atrius office in Massachusetts or nearby Rhode Island or New Hampshire may telecommute, but must be able to pick up technology from an Atrius office after hire. Telecommuters must maintain a secure, dedicated work area, have access to approved high-speed internet, and comply with UnitedHealth Group’s Telecommuter Policy.

The role requires careful handling of protected health information (PHI), accessing only the minimum necessary information and protecting its confidentiality in all forms in accordance with HIPAA and Atrius Health policies. Compensation is $18 to $32 per hour, based on factors including local labor markets, education, work experience, and certifications.

Requirements

• High school diploma or GED.
• At least 2 years of clinical experience and/or medical call center experience.
• Strong problem-solving and complex patient-management skills.
• Ability to communicate in a professional and appropriate manner.
• Strong interpersonal, customer service, time-management, and organizational skills.
• For telecommuting: reside within commuting distance of the nearest Atrius location.
• For telecommuting: ability to keep company-sensitive documents secure, if applicable.
• For telecommuting: maintain a dedicated work area separated from other living areas that provides information privacy.
• For telecommuting: live in a location that can receive UnitedHealth Group-approved high-speed internet or use an existing high-speed internet service.
• Adhere to UnitedHealth Group’s Telecommuter Policy if telecommuting.
• Pass a drug test before beginning employment.

Nice To Haves

• Previous electronic medical record (EMR) experience; EPIC preferred.
• Working knowledge of patient-related documents.

Responsibilities

• Handle and screen incoming patient inquiries received by phone, online or medical-record messages, or other means, and determine whether to address them or direct them to other team members.
• Provide courteous, friendly, patient-focused customer service and use problem-solving skills to support patients.
• Serve as a role model and resource for Patient Service Representative I staff, demonstrating advanced technical expertise and competency.
• Proactively identify and resolve issues involving patient satisfaction, patient flow, and compliance with procedures and guidelines; advocate for patients as appropriate.
• Identify operational difficulties and communicate department issues and problems to the supervisor as necessary.
• Handle difficult calls and complex issues, receive escalated concerns, determine appropriate action, and work with the clinical team when needed.
• De-escalate issues with upset patients by listening, understanding concerns, and offering available options; involve supervisors when needed.
• Initiate requests for forms, letters, medication renewals, referrals, prior authorizations, and other administrative needs, and answer related questions.
• Review and facilitate updates to missing or outdated patient-record information, including demographics, primary care physician selection, and insurance.
• Maintain effective communication with patients, interdisciplinary teams, department staff, providers, and other agencies.
• Review department appointment schedules to optimize clinic utilization and support clinic and patient needs.
• Assist with data collection and follow-up for statistical reports and studies, ensuring collected data is accurate.
• Support, mentor, and train lower-level assistants.
• Participate in problem-solving and continuous-improvement activities focused on department productivity and quality.
• Participate in department-specific special projects and ongoing programs.
• May represent the department on groups and teams related to electronic medical record upgrades.
• Perform Patient Service Representative I functions and other duties as assigned.
• Access only the minimum necessary PHI for job duties and protect its confidentiality and privacy in compliance with HIPAA and Atrius Health policies.

Benefits

• Paid time off accrued starting with the first pay period and 8 paid holidays.
• Medical plan options and participation in a Health Spending Account or Health Savings Account.
• Dental, vision, life and AD&D insurance.
• Short-term 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, including pet insurance, legal insurance, and long-term care insurance.
• Performance rewards and incentive and recognition programs.
• Equity stock purchase and 401(k) contribution, subject to eligibility requirements.

What This Job Offers

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