Patient Service Representative

UnitedHealth Group • Beverly, MA

2d • $16 - $29 • Remote

About The Position

This position is Remote in Beverly MA. If you are located within commutable distance to the office at 77 Herrick St, Unit 101, Beverly, 1915, you will have the flexibility to work remotely as you take on some tough challenges.
Explore opportunities at Atrius Health, part of the Optum family of businesses. We’re an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, AP/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together.
This position is full time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30 am – 5:00 pm. It may be necessary, given the business need, to work occasional overtime.
We offer 4-6 weeks of paid training. The hours during training will be 8:00 am to 5:30 pm, Monday - Friday. Training will be conducted onsite.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

• High School Diploma/GED OR equivalent work experience
• Must be 18 years of age OR older
• Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience
• Proficient in Outlook, Teams, Word, and Excel for communication, scheduling coordination, reporting, and internal collaboration.
• Experience booking, rescheduling, and canceling appointments; and verifying patient eligibility using digital scheduling platforms.
• 1+ years of customer service experience
• Flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30 am – 5:00 pm.
• Reside within commutable distance to the office at 77 Herrick St, Unit 101, Beverly, 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.
• Good time management skills
• Well organized
• Ability to problem solve
• Ability to multi-task
• Strong communication skills
• Strong attention to detail
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.

Benefits

• In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees