Patient Services Representative

UnitedHealth Group•Newburgh, NY

12d•$16 - $29•Onsite

About The Position

Optum NY/NJ is seeking a patient-focused, detail-oriented Patient Services Representative for its Multi-Specialty practice in Newburgh, NY. The role supports the practice’s care team by completing established processes and protocols, delivering excellent customer service, following Lean processes, and helping meet financial, clinical, and service goals. The representative greets and registers patients, provides directions and appointment support, and handles patient payments. The role also involves verifying patient and insurance information, managing registration documentation, scheduling appointments, assisting with check-in, and coordinating with clinical staff. The employee is expected to maintain professionalism, protect confidentiality, support coworkers and new staff, and adapt to changing practice needs. The office operates seven days a week, 365 days a year. This position works 38 hours per week over four 10-hour shifts, between 8:00 a.m. and closing (approximately 8:00 p.m.). The supervisor determines the schedule upon hire; rotating weekends and holidays are required.

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 on dual monitors and using Microsoft Outlook.
Ability to work independently and as part of a team, with 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 communicate clearly and 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 of and ability to learn and apply job functions, with minimal medical terminology knowledge.

Responsibilities

Follow the practice’s standards of professionalism, dress code, confidentiality requirements, policies, procedures, and standards of care.
Greet and register patients promptly and courteously; instruct, direct, and schedule patients and visitors.
Work cooperatively with the care team and coworkers to support quality patient care, teamwork, office goals, and patient satisfaction.
Attend mandatory meetings, huddles, training, and assigned projects; complete mandatory education on time.
Handle difficult situations professionally, document patient complaints and concerns, and escalate issues appropriately.
Support on-site training for new Patient Services employees and assist coworkers when possible.
Complete assigned work independently, accurately, and on time, including miscellaneous duties assigned by practice leadership or physicians.
Open or close the office as needed, including preparing equipment and ensuring patients are accounted for and discharged.
Communicate with clinical staff to keep patients informed about appointment status.
Verify insurance eligibility and coverage, and confirm that patient demographic and insurance information is accurate and current.
Scan current insurance cards and photo identification into the system.
Provide and explain registration and consent forms, obtain required signatures, and provide and document requests for authorization to release health information.
Discuss patient balances, copayments, coinsurance, and deductibles; refer patients to Patient Accounts when appropriate.
Collect and post patient payments by check, money order, or credit card, and complete the daily end-of-day collection balancing process.
Offer MyChart activation and provide after-visit summaries in accordance with applicable guidelines.
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.
Obtain HMO referrals when required.
Notify management or other departments about issues and requests using clerical templates.
Maintain supply inventories and necessary equipment, and communicate supply needs to the office supervisor.
Keep reception and waiting areas neat, organized, and orderly.
Demonstrate effective oral and written communication, flexibility, and a sense of urgency.
Participate in rotating weekend and holiday coverage and adjust shifts when needed to meet practice operations.
Cross-train across specialties and adapt to evolving practice needs; staff are hired for the building rather than a specific suite or specialty.
Maintain the kiosk representative station when assigned, helping patients with check-in, navigation, and general inquiries.
Monitor and work assigned and unassigned work queues during downtime.
Respond to emails promptly and professionally, addressing inquiries and concerns and using Reply All when needed.
Perform other duties as assigned to support the effective and efficient functioning of the practice.

Benefits

Paid time off accruing from the first pay period, plus 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.
Performance rewards and incentive and recognition programs.
Comprehensive benefits package, subject to eligibility requirements.