Patient Service Representative

UnitedHealth Group•Beverly, MA

11h•Remote

About The Position

This position is Remote in Massachusetts, offering flexibility for those within commutable distance to the office at 77 Herrick St, Beverly, MA 1915. Atrius Health, part of the Optum family of businesses, is an innovative health care leader and multi-specialty group practice. They deliver an effective, connected system of care for adult and pediatric patients across 28 practice locations in eastern Massachusetts. The team of providers, including physicians, PA/NPs, and ancillary clinicians, collaborates with a value-based philosophy within their group practice and with hospitals, rehab, and nursing facilities. The company's vision is to transform care and improve lives by building trust, understanding, and shared decision-making with every patient. This is a full-time position (40 hours/week), Monday through Friday. Employees are required to have flexibility to work any 8-hour shift schedule during normal business hours of 8:30 am - 5:00 pm EST. Occasional overtime may be necessary based on business needs. The role includes 4-6 weeks of paid training, with hours aligned to the employee's schedule, and training will be conducted onsite.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
1+ years of customer service experience
Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience
Experience booking, rescheduling, and canceling appointments; and verifying patient eligibility using digital scheduling platforms
Proficient in Outlook, Teams, Word, and Excel for communication, scheduling coordination, reporting, and internal collaboration
Live within a commutable distance to Beverly, MA
Ability to work full-time (40 hours/week) Monday - Friday
Flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30 am - 5:00 pm EST
Ability to work occasional overtime if necessary, given the business need
Reside within commutable distance to the office at 77 Herrick St, Beverly, MA 1915
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

Nice To Haves

1+ years of experience working in a clinical setting
Working knowledge of patient related documents

Responsibilities

Screens all incoming patient inquires (through phone, online/medical record message, or other means) 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
Courteous, friendly, problem solver with customer service, patient focused communication
Resolves issues in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate
Participates in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary
Resolves patient issues and ensures satisfaction. May refer difficult or highly complex phone calls and issues to higher level staff
Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients and answers any corresponding questions. Understands all documents and processes
Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance
Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
Reviews department appointment schedules to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the patients
Assists with basic data collection activities, ensuring data is properly collected and accurate (e.g. no show reports, telephone statistics)
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