Patient Services Representative

UnitedHealth Group • Middletown, NY

13d • $16 - $29 • Onsite

About The Position

The Patient Services Representative greets and registers patients promptly, pleasantly, and helpfully, and instructs, directs, and schedules patients and visitors. The role receives patient payments, issues receipts, and posts payment data. It supports the Practice’s commitment to quality patient care by providing professional, courteous service, maintaining patient confidentiality, and coordinating with clinical and administrative staff.

This is a 37.5-hour work week consisting of five 8-hour shifts between 11:30 a.m. and closing, approximately 9:00 p.m. The manager determines the schedule upon hire. The office operates seven days a week, 365 days a year, and the position includes rotating weekends and holidays. The role is based at 155 Crystal Run Road, Middletown, NY 10941. Employees are hired for the building rather than a specific suite or specialty and are expected to cross-train and adapt to changing practice needs.

The position performs patient registration and check-in in EPIC; verifies demographic, insurance, and referral information; explains and collects registration and consent forms; schedules appointments; collects and balances patient payments; and assists with patient communications and inquiries. It also supports office operations, including opening and closing tasks, maintaining reception areas and supplies, helping patients with kiosks, completing work queues, responding to email, and assisting colleagues and new employees.

Optum describes a culture focused on inclusion, patient care, career development, and performance recognition. The role offers a stated hourly pay range of $16 to $29, based on factors including local labor markets, education, work experience, and certifications. Candidates must pass a drug test before beginning employment.

Requirements

• High school diploma or GED.
• At least 1 year of customer service or healthcare-related experience.
• At least 1 year of computer proficiency, including working across multiple web browsers and dual monitors and using Microsoft Outlook.
• Ability to work independently and as part of a team while maintaining good judgment and accountability.
• Ability to work effectively with healthcare providers.
• Strong organizational and time-management skills.
• Ability to multitask and prioritize work to meet deadlines.
• Ability to work under pressure in a fast-paced environment.
• Excellent verbal and written communication skills, including the ability to convey information clearly and concisely and understand and interpret information from others.
• Availability for five 8-hour shifts between 11:30 a.m. and approximately 9:00 p.m., with rotating weekends and holidays and possible shift adjustments according to operational needs.
• Ability to pass a drug test before employment begins.

Nice To Haves

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

Responsibilities

• Greet and register patients promptly and courteously; instruct, direct, and schedule patients and visitors.
• Maintain professional conduct, appearance, attendance, and punctuality, and comply with Practice standards, dress code, identification badge requirements, and HIPAA confidentiality expectations.
• Participate in team-based patient care, staff meetings and huddles, mandatory education, training, review classes, and assigned projects.
• Handle difficult situations tactfully, document patient complaints and concerns, and escalate issues to appropriate personnel or management.
• Support on-site training for new Patient Services employees and assist coworkers in meeting office goals and patient satisfaction needs.
• Complete assigned work independently, accurately, and on time, including miscellaneous tasks assigned by supervisory, managerial, or medical personnel.
• Open the office as needed by turning on copiers, terminals, and printers and updating the computer for the day’s session.
• Communicate with clinical staff to keep patients informed about appointment status.
• Verify insurance eligibility, coverage, demographic information, and insurance details at the time of service; scan current insurance cards and photo identification into the system.
• Provide and explain registration and consent forms, review them for accurate completion, obtain required signatures, and provide and document authorization-to-release-health-information forms when requested.
• Discuss balances, co-payments, co-insurance, and deductibles; refer patients to Patient Accounts when necessary; collect and post payments by check, money order, or credit card in accordance with policy.
• Offer MyChart activation and provide after-visit summaries in accordance with applicable guidelines.
• Complete the daily end-of-day check process to total and balance collections.
• Begin and complete patient check-in in EPIC, acting on relevant notations.
• Schedule, cancel, and reschedule appointments as ordered by physicians and in accordance with scheduling policies and procedures.
• Obtain required HMO insurance referrals to support reimbursement for services rendered.
• Notify management or other departments using Clerical Templates for appropriate issues and requests.
• Maintain supplies and equipment needed for the role and communicate supply needs to the office supervisor promptly.
• Keep reception and waiting areas neat, organized, and orderly, including business cards, brochures, and signage.
• Close the office as needed, ensure all patients are accounted for and discharged, and set the alarm if required.
• Communicate effectively, both orally and in writing, with internal and external customers; respond promptly and professionally to emails and use Reply All when needed.
• Demonstrate schedule flexibility to meet patient and office needs, including rotating weekends and holidays and adjusting shifts when operationally required.
• Cross-train in all specialties and adapt to evolving practice needs to maintain service continuity and coverage.
• When assigned, maintain the kiosk representative station and assist patients with check-in, navigation, and general inquiries.
• Work with urgency and monitor and process assigned and unassigned work queues during downtime to support timely service and efficient operations.
• Perform other duties as directed to support the effective and efficient functioning of the Practice.

Benefits

• Paid time off accruing from 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, and 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.
• Comprehensive benefits package, incentive and recognition programs, and 401(k) contribution, subject to eligibility requirements.

What This Job Offers

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