Patient Service Representative

About the role

This position is Remote in Massachusetts. If you are located within commutable distance to the office at 500 Congress St, Quincy, MA 02169, you will have the flexibility to work remotely. Explore opportunities with Atrius Health, part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient.

Schedule

This position is full-time (40 hours/week), Tuesday – Friday 8:30 am – 5:00 pm and Saturday 7:30 am – 4:00 pm. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours listed above. It may be necessary, given the business need, to work occasional overtime. Employees will also need to be flexible to work 1 major holiday and 1 minor holiday per calendar year.

Training

We offer up to 3 weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. Training will be on-site at one of our Quincy locations (Congress or Hancock Street).

Primary Responsibilities

• Screens all incoming patient inquiries (through phone, online/medical record message, or other means) 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
• Courteous, friendly, problem solver with customer service, patient-focused communication
• Resolves issues in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines
• Advocates for patients as appropriate
• Participates in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary
• Resolves patient issues and ensures satisfaction; may refer difficult or highly complex phone calls and issues to higher-level staff
• Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients and answers any corresponding questions
• Understands all documents and processes
• Reviews and facilitates the updating of missing/outdated information in the patient record, such as demographics, primary care physician selection, and insurance
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
• Reviews department appointment schedules to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the patients
• Assists with basic data collection activities, ensuring data is properly collected and accurate (e.g., no-show reports, telephone statistics)
• Participates in problem-solving activities, focusing on productivity and quality; works with supervisors to ensure continuous improvement of the department
• Participates in special projects and ongoing programs unique to the department
• Other duties as assigned

Required Qualifications

• High School Diploma / GED OR Equivalent Work Experience
• Must be 18 years of age OR older
• 1+ years of experience working in a medical, healthcare or medical insurance setting
• Electronic Medical Record (EMR) experience and/or aptitude to master the EMR based on other technology experience
• Experience booking, rescheduling, and canceling appointments; and verifying patient eligibility using digital scheduling platforms
• Proficient in Outlook, Teams, Word, and Excel for communication, scheduling coordination, reporting, and internal collaboration
• Ability to complete up to 3 weeks of training on-site at one of our Quincy locations (Congress or Hancock Street)
• Ability to work Tuesday – Friday 8:30 am – 5:00 pm and Saturday 7:30 am – 4:00 pm; flexibility to work any 8-hour shift schedules during normal business hours; occasional overtime; 1 major holiday and 1 minor holiday per calendar year

Preferred Qualifications

• 1+ years of experience working in a clinical setting
• Epic Experience
• Working knowledge of patient-related documents

Telecommuting Requirements

• Reside within commutable distance to the office at 500 Congress St, Quincy, MA 02169
• Ability to keep all company-sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group–approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Good time management skills
• Well organized
• Ability to solve problems
• Ability to multi-task
• Strong communication skills
• Strong attention to detail

Pay

The hourly pay for this role will range from $16 – $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable.