Patient Services Representative

UnitedHealth Group•Rock Hill, NY

5h•$16 - $29•Onsite

About The Position

Optum NY/NJ is seeking a Patient Services Representative to join their team in Rock Hill, NY. Optum is a clinician-led care organization focused on improving healthcare. As a member of the Optum Care Delivery team, you will contribute to making healthcare better for everyone. At Optum, you will have the clinical resources, data, and support of a global organization to help patients live healthier lives. The organization believes in providing an exceptional career and empowering employees to live their best lives at work and at home. You will experience the fulfillment of advancing community health while contributing new practice ideas and initiatives that could improve care for millions of patients nationwide. The Patient Services Representative is responsible for completing set processes and protocols, working cooperatively with the care team to support the organization's vision and mission, delivering excellent customer service, and adhering to Lean processes. This role supports the team in meeting financial, clinical, and service goals. The Patient Services Representative greets and registers patients promptly and pleasantly, instructs, directs, and schedules patients and visitors. They also receive payments from patients, issue receipts, and post payment data.

Requirements

High School Diploma/GED (or higher)
1+ years of customer service or healthcare related experience
1+ years of computer proficiency experience (including the ability to work on multiple web browsers using dual monitors at the same time to include Microsoft Outlook)
Ability to work independently and as a team, and maintain good judgment and accountability
Demonstrated ability to work well with health care providers
Strong organizational and time management skills
Ability to multi-task and prioritize tasks to meet all deadlines
Ability to work well under pressure in a fast-paced environment
Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

Nice To Haves

Experience as a receptionist in a healthcare setting
Experience working with electronic health records
Experience working with scheduling programs
Knowledge and ability to learn and apply job functions, and minimal medical terminology knowledge

Responsibilities

Adheres to standards of professionalism set by the Practice
Always maintains professional appearance by adhering to dress code and wearing identification badge
Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff
Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
Functions as a member of a team committed to quality patient care
Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
Attends and participates in mandatory quarterly staff meetings / huddles
Completes Mandatory Education timely and consistently
Attends and participates in training, review classes and projects as assigned
Handles difficult situations and people with tact, professionalism and H.E.A.R.T
Accurately documents patient complaints and concerns, ensuring the patient feels heard and supported. Appropriately escalates issues to the designated personnel for timely resolution
Demonstrates good judgment in escalating difficult situations and people to Management personnel
Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after-weekend absences, tardiness and early departures, and long meal periods in accordance with the policy
Promotes a positive work attitude, fostering teamwork and acceptance of management decisions
Supports on-site training initiative for new Patient Services employees
Assist co-workers whenever possible, to achieve office goals and patient satisfaction
Works independently, takes initiative in completing assignments and does so without reminder
Completes all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader or Physician accurately and in a timely manner
Opens office as needed; turns on copiers, terminals and printers, and updates computer for current day’s session
Communicate with clinical staff to keep patient informed of appointment status
Verifies insurance eligibility and coverage by phone, independent website, RTE or EPIC at time of service
Verifies patient demographic and insurance information at time of visit. Ensure all demographic and insurance information is accurate, complete and up to date in the patient's chart. Scans current insurance card and photo identification into system
Provides, explains and reviews for accurate completion, all Registration forms, consent forms and obtains signatures as required
Provides and explains the Authorization to Release Health Information to patient at their request and documents appropriately
Discusses balances due, including past balance, co-payments, co-insurance and deductibles, referring to Patient Accounts as necessary; takes responsibility for collecting and posting payments from patients at time of service via check, money order or credit card in compliance with our policies and procedures
Offers Patients My Chart Activation in compliance with Meaningful Use guidelines
Provides After visit Summary in compliance with ACO guidelines
Follow end of day check process daily to total and balance collections
Begins the check in process in EPIC. Act on notations and complete the check in process successfully
Schedules/Cancels/Reschedules patient appointments as ordered by the physician adhering to scheduling policies and procedures
Obtains HMO insurance referrals as required for maximum reimbursement of services rendered
Notifies management or other departments appropriately using Clerical Templates for various issues/requests/reasons
Maintains supply inventories and equipment necessary for the effective performance of the job; communicates supply needs to the office supervisor in a timely manner
Maintains a neat, organized, orderly environment in the reception and waiting room areas, including physician business cards, brochures, signage, etc
Closes office as needed, ensuring all patients accounted for and discharged. May be required to set alarm
Actively demonstrates good oral and written communication skills with both internal and external customers
Demonstrates flexibility in schedule to meet patient and office needs
Participate in a rotating schedule for holidays and weekends, if applicable. May be required to adjust shifts to meet the operational needs of the practice
Cross-trained in all specialties to ensure continuity of service and coverage across the department. All staff are hired for the building, not a specific suite or specialty, and expected to adapt to evolving practice needs
Maintains the kiosk representative station when assigned, assisting patients with check-in, navigation, and general inquiries to ensure a welcoming and supportive experience
Works with a sense of urgency
Performs other tasks as required for the effective and efficient functioning of the Practice when directed to do so by Supervisory and Managerial personnel
Actively monitors and works assigned and unassigned work queues during downtime to support efficient operations and ensure timely patient service
Respond to emails promptly and professionally, ensuring all inquiries and concerns are addressed in a timely manner. Utilize Reply All when needed
Performs other duties as assigned