Part Time Patient Service Representative

About the role

This position is Remote in Massachusetts. You will have the flexibility to work remotely* as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Responsibilities

• Supports a high volume of phone calls adhering to department productivity standards set forth by service line.
• Manages all incoming patient calls to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members/clinical staff.
• This includes chart review to identify previous activity that may have occurred related to the call.
• Adheres to service line booking guidelines to ensure that practice and/or urgent care utilization is optimized safely and effectively as well as supports the needs of our patients.
• Documents details of each call in the patient's electronic medical record where appropriate and in accordance with standard work using both service line documentation tools as well in addition to free text where appropriate to ensure coordination of care.
• Effectively deescalates issues with upset patients. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction.
• May refer difficult or highly complex phone calls and issues to a supervisor.
• Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement.
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies.
• Participates in problem solving activities, focusing on productivity and quality.
• Works with supervisors to ensure continuous improvement of the department.
• Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment.
• Adheres to requirements outlined in the remote work agreement.

Requirements

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer service OR clinical experience
• Electronic medical record (EMR) experience and / OR aptitude to master the EMR based on other technology experience
• Knowledge of medical terminology
• Experience booking, rescheduling, and canceling appointments using digital scheduling platforms
• Proficient in Microsoft Outlook and Microsoft Teams, for communication, scheduling coordination, and internal collaboration
• Ability to work part time (20 hours a week) Friday - Sunday. Employees are required to have flexibility to work any of our schedules during our normal business hours of Friday 5:00 pm - 9:00 pm, Saturday and Sunday 1:00 pm - 9:30 pm

Preferred Qualifications

• EPIC experience
• Experience in a high volume call center OR clinical practice

Soft Skills

• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
• Written Communications: Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers.

Pay

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Benefits

• A comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution