Patient Services Representative

UnitedHealth Group • Middletown, NY

11d • Onsite

About The Position

Optum NY/NJ is seeking a Patient Services Representative to join their team in Middletown, 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. Optum provides clinical resources, data, and support from a global organization to help patients live healthier lives. The company believes in providing an exceptional career and empowering employees to live their best lives at work and at home. Crystal Run HealthCare, part of Optum, has an immediate opening for a friendly, patient-focused, and detail-oriented Patient Services Representative. This role 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. The position supports the team in meeting financial, clinical, and service goals.

Requirements

• High School Diploma/GED
• 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)

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
• Maintains professional appearance by adhering to dress code and wearing identification badge
• Demonstrates and maintains professionalism in behavior and courtesy toward 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

Benefits

• Competitive base pay
• Full and comprehensive benefit program
• Performance rewards
• Paid Time Off which you start to accrue with your first pay period
• 8 Paid Holidays
• Medical Plan options
• Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance
• Short-term disability 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 (pet insurance, legal insurance, LTC Insurance, etc.)
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

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