Part Time Patient Service Representative

UnitedHealth Group • Quincy, MA

19d • $16 - $29 • Remote

About The Position

Optum is hiring a part-time Patient Service Representative for a remote role in Massachusetts. Candidates must live within commuting distance of the office at 500 Congress St, Quincy, MA 02169. The position is 32 hours per week, Monday, Tuesday, Wednesday, and Friday, with 8-hour shifts scheduled during normal business hours of 8:30 a.m. to 5:00 p.m. EST. Occasional overtime may be required. Up to three weeks of paid training will take place onsite at a Quincy location (Congress or Hancock Street); training hours will follow the schedule or be discussed on the first day of employment.

The Patient Service Representative screens incoming patient inquiries, resolves routine issues, advocates for patients, and routes complex matters to appropriate staff. The role also supports administrative requests, patient record updates, appointment scheduling, clinic utilization, data collection, and ongoing departmental improvement. The representative works with patients, providers, interdisciplinary teams, department staff, and outside agencies.

Remote employees must secure sensitive company documents, maintain a dedicated private work area, have access to approved high-speed internet, and follow UnitedHealth Group’s Telecommuter Policy. Candidates must pass a drug test before beginning employment. The hourly pay range is $16–$29, based on full-time employment; actual pay depends on factors such as labor markets, education, experience, and certifications. Benefits and incentives are subject to eligibility requirements.

Requirements

• High school diploma/GED or equivalent work experience.
• Must be at least 18 years of age.
• At least 1 year of experience in a medical, healthcare, or medical insurance setting.
• Electronic Medical Record (EMR) experience or aptitude to master an EMR based on other technology experience.
• Experience booking, rescheduling, and canceling appointments and verifying patient eligibility using digital scheduling platforms.
• Proficiency in Microsoft Outlook, Microsoft Teams, Microsoft Word, and Microsoft Excel for communication, scheduling coordination, reporting, and internal collaboration.
• Ability to complete up to three weeks of onsite training at a Quincy location (Congress or Hancock Street).
• Reside within commuting distance of 500 Congress St, Quincy, MA 02169.
• Ability to keep company-sensitive documents secure, if applicable.
• Ability to maintain a dedicated work area separated from other living areas that provides information privacy.
• Live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or use existing high-speed internet service.
• Good time management skills.
• Well organized.
• Ability to solve problems and multitask.
• Strong communication skills and attention to detail.
• Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
• Pass a drug test before beginning employment.

Nice To Haves

• At least 1 year of experience working in a clinical setting.
• Epic experience.
• Working knowledge of patient-related documents.

Responsibilities

• Screen incoming patient inquiries by phone, online/medical record message, or other means and determine whether to handle or direct them to other team members.
• Communicate courteously and in a patient-focused manner while solving customer service issues.
• Resolve issues involving patient satisfaction, patient flow, and compliance with procedures and guidelines; advocate for patients as appropriate.
• Help resolve operational difficulties and communicate department issues and problems to the supervisor as needed.
• Resolve patient issues and ensure satisfaction, referring difficult or highly complex calls and issues to higher-level staff when appropriate.
• Initiate patient 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, the interdisciplinary team, department staff, providers, and other agencies.
• Review department appointment schedules to help optimize clinic utilization and support clinic and patient needs.
• Assist with basic data collection and ensure information is collected accurately, including no-show reports and telephone statistics.
• Participate in problem-solving activities focused on productivity and quality, and work with supervisors on continuous improvement.
• Participate in special projects and ongoing programs unique to the department.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits package, subject to eligibility requirements.
• Incentive and recognition programs, subject to eligibility requirements.
• Equity stock purchase, subject to eligibility requirements.
• 401(k) contribution, subject to eligibility requirements.
• Up to three weeks of paid training.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED