Patient Support Center Representative
About The Position
The Patient Support Center Representative completes established processes and protocols while working cooperatively with members of the care team to support the organization’s mission, provide excellent customer service, follow Lean processes, and help meet financial, clinical, and service goals. As the first point of contact for patients, the representative helps create a positive experience by scheduling appointments and procedures, answering patient needs by phone, verifying and documenting information in the EPIC Electronic Health Record, and advising patients about insurance and referral responsibilities. This is a remote, full-time position for candidates residing in Eastern, Central, or Mountain time zones. The regular schedule is Saturday through Wednesday, with flexibility to work assigned eight-hour shifts during business hours of 11:30 a.m. to 8:00 p.m. Pacific Time. Occasional overtime may be necessary. The role includes four weeks of paid training, Monday through Friday from 8:00 a.m. to 5:00 p.m. Pacific Time. Remote employees must maintain a private, dedicated work area, secure sensitive company documents, and use an approved wired high-speed internet connection in accordance with the company’s telecommuter policy.
Requirements
- High school diploma/GED or equivalent work experience.
- Must be at least 18 years old.
- At least 1 year of customer service experience.
- At least 1 year of Microsoft Office experience.
- Ability to work full-time Saturday through Wednesday, with flexibility for assigned eight-hour shifts during business hours of 11:30 a.m. to 8:00 p.m. Pacific Time and occasional overtime.
- Reside within the Eastern, Central, or Mountain time zones.
- Ability to keep company-sensitive documents secure, if applicable.
- Maintain a dedicated work area separated from other living areas that protects information privacy.
- Live in a location with a UnitedHealth Group-approved high-speed internet connection or existing wired cable, DSL, or fiber service meeting the minimum standard of 25 Mbps download and 10–15 Mbps upload; wireless satellite, hotspot, or line-of-sight antenna service cannot be used.
- Adhere to UnitedHealth Group’s Telecommuter Policy.
- Pass a drug test before beginning employment.
Nice To Haves
- At least 1 year of experience in a health care setting.
- EMR experience.
- Experience providing customer service.
- Knowledge or understanding of CPT/ICD-10 coding.
- Communication skills and phone etiquette.
- Access to independent means of transportation during work hours for job-related tasks.
Responsibilities
- Serve as the first point of contact for patients and set the tone for a positive experience.
- Demonstrate empathy, courtesy, competence, efficiency, and care.
- Schedule appointments and procedures according to standard guidelines.
- Use multiple computer and phone systems to address patient needs over the phone.
- Verify patient information and document it in the EPIC Electronic Health Record.
- Advise patients of their responsibilities regarding insurance and referral information.
- Work cooperatively with the care team to support organizational goals and follow Lean processes.
Benefits
- Four weeks of paid training.
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase.
- 401(k) contribution, subject to eligibility requirements.
- Career development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
