Patient Services Team Leader

UnitedHealth Group•West Nyack, NY

1d•$18 - $32•Onsite

About The Position

Optum NY/NJ, part of UnitedHealth Group, is seeking a friendly, patient-focused, detail-oriented Patient Services Team Leader for Crystal Run HealthCare in West Nyack, New York. The role supports the organization’s vision and mission by completing established processes and protocols, working cooperatively with the care team, delivering excellent customer service, following Lean processes, and helping the team meet financial, clinical, and service goals. The Team Leader greets and registers patients, instructs and directs patients and visitors, schedules appointments, receives patient payments, issues receipts, and posts payment data. The role oversees and performs Patient Services Representative and Team Leader tasks as needed, coordinates staffing and coverage, maintains department supplies and the reception environment, and supports operational and process-improvement work. The position includes staff leadership, onboarding, training, and quality oversight. Responsibilities include facilitating meetings and huddles, administering new-hire orientation, training staff on policies and procedures and software systems, auditing staff compliance and work, identifying retraining needs, and providing feedback to supervisors. The Team Leader also serves as an on-site trainer, helps facilitate new-hire classes at another location, responds to patient complaints and Issue Trak submissions, and provides on-call coverage when the supervisor is absent. The office operates seven days a week, 365 days a year. The stated schedule is 37.5 hours per week, Monday through Friday, 10:00 a.m. to 6:00 p.m.; the employee may work until 8:00 p.m. to cover call-outs and may occasionally work weekends for coverage. The supervisor determines the schedule upon hire. The role may require flexibility, occasional travel, and travel to other sites for training and support. The position is based at 2 Centerock Road, West Nyack, NY 10950.

Requirements

High school diploma or GED.
At least 1 year of experience in a medical office performing duties such as scheduling appointments, checking patients in and out, insurance verification, collecting copayments, and maintaining medical records.
At least 1 year of computer proficiency, including working across multiple websites and browsers while using dual monitors.
Ability to work independently and as part of a team, with sound judgment and accountability.
Ability to work effectively with healthcare providers.
Strong organizational and time-management skills.
Ability to multitask and prioritize to meet deadlines.
Ability to work under pressure in a fast-paced environment.
Excellent verbal and written communication skills, including conveying information clearly and understanding and interpreting information from others.
Ability to work the stated schedule and provide coverage, which may include work until 8:00 p.m., occasional weekends, and occasional travel.

Nice To Haves

At least 1 year of supervisory or managerial experience.
Experience working with electronic health records.
Experience working with scheduling programs.
Knowledge and ability to learn and apply job functions, with minimal medical terminology knowledge.

Responsibilities

Adhere to practice standards, dress code, confidentiality requirements, HIPAA requirements, and professional conduct expectations.
Greet and register patients; instruct and direct patients and visitors; schedule patients; receive payments, issue receipts, and post payment data.
Work as a member of the care team to support quality patient care, customer service, Lean processes, and office goals.
Stay informed about practice policies, procedures, and standards of care, and communicate practice information to those who need it.
Attend and contribute to department supervisor meetings and Medical Home Meetings; facilitate department meetings and huddles.
Provide and administer training for quarterly Patient Services staff meetings and complete mandatory education on time.
Handle difficult situations tactfully, exercise good judgment, and escalate difficult situations to management when appropriate.
Demonstrate flexibility in scheduling and travel to meet patient and office needs; assist with coverage during staffing shortages and travel to other sites when needed.
Maintain professionalism in attendance and punctuality, promote teamwork, and assist staff in achieving office goals and patient satisfaction.
Work independently, take initiative, and complete assignments without reminders.
Develop and maintain employee work schedules; review physician schedules for adequate staffing; and distribute a daily staffing plan.
Complete assigned projects, reports, and process-improvement initiatives in a timely manner.
Maintain department supply inventories and necessary equipment, and keep reception and waiting-room areas neat and organized.
Administer the Patient Services Department orientation process, including new-hire policy and procedure reviews, job description reviews, department overviews, work schedules, and access to Outlook, EPIC, and GTS; conduct competency exercises to evaluate compliance.
Assist with training and implementation of software systems such as Sparq, Epic, and GTS.
Monitor Patient Services staff compliance through daily audits of encounters, workqueues, copay collection, mandatory education reports, and on-site departmental observations.
Identify staff who need retraining, provide additional education and support, and implement supplemental training sessions as needed.
Provide policy- and procedure-related feedback and competencies to the direct supervisor for staff performance evaluations.
Work with Patient Services Educators and the Manager of Patient Services to communicate policies and procedures and identify training opportunities.
Organize coverage for Patient Services personnel attending training sessions.
Provide on-call coverage when the supervisor is absent, serving as the primary contact for urgent operational or staffing matters and using a personal phone for accessibility.
Demonstrate effective oral and written communication with internal and external customers and support Lean processes such as standard work and huddles.
Oversee and perform essential Patient Services Representative and Team Leader tasks when necessary.
Participate in rotating facilitation of new-hire training classes at the 109 Rykowski Lane location.
Deliver on-site education and continuous training, mentor staff through hands-on instruction, and guide skill development.
Respond to Issue Trak submissions and patient complaints promptly and professionally, with a commitment to resolving concerns within 24 hours.
Perform other duties as assigned.

Benefits

Paid time off accrued beginning with the first pay period.
Eight paid holidays.
Medical plan options.
Health Spending Account or Health Savings Account participation.
Dental insurance.
Vision insurance.
Life and AD&D insurance.
Short-term disability coverage.
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.
Equity stock purchase and 401(k) contribution, subject to eligibility requirements.
Comprehensive benefits package, subject to eligibility requirements.