Patient Services Representative

About the role

Optum NY/NJ is seeking a Patient Services Representative to join our team in Monroe, NY. This role is part of the Optum Care Delivery team, dedicated to improving healthcare for everyone.

Responsibilities

• Greet and register patients in a prompt, pleasant, and helpful manner.
• Instruct, direct, and schedule patients and visitors.
• Receive payments from patients, issue receipts, and post payment data.
• Communicate with clinical staff to keep patients informed of appointment status.
• Verify insurance eligibility and coverage by phone, independent website, RTE, or EPIC at the time of service.
• Verify patient demographic and insurance information at the time of visit, ensuring accuracy, completeness, and up-to-date documentation.
• Provide, explain, and review registration forms, consent forms, and obtain signatures as required.
• Discuss balances due, including past balance, co-payments, co-insurance, and deductibles, referring to Patient Accounts as necessary; take responsibility for collecting and posting payments from patients at the time of service.
• Offer patient’s My Chart activation in compliance with Meaningful Use guidelines.
• Provide After Visit Summary in compliance with ACO guidelines.
• Follow end of day check process daily to total and balance collections.
• Schedule, cancel, or reschedule patient appointments as ordered by the physician, adhering to scheduling policies and procedures.
• Obtain HMO insurance referrals as required for maximum reimbursement of services rendered.
• Notify management or other departments appropriately using Clerical Templates for various issues/requests/reasons.
• Maintain supply inventories and equipment necessary for the effective performance of the job; communicate supply needs to the office supervisor in a timely manner.
• Maintain a neat, organized, orderly environment in the reception and waiting room areas, including physician business cards, brochures, signage, etc.
• Close office as needed, ensuring all patients accounted for and discharged. May be required to set alarm.
• Actively demonstrate good oral and written communication skills with both internal and external customers.
• Demonstrate flexibility in schedule to meet patient and office needs.
• Participate in a rotating schedule for holidays and weekends, if applicable.
• Work independently, take initiative in completing assignments, and do so without reminder.
• Complete all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader, or Physician accurately and in a timely manner.
• Open office as needed; turn on copiers, terminals, and printers, and update computer for current day's session.
• Communicate with clinical staff to keep patients informed of appointment status.
• Verify insurance eligibility and coverage by phone, independent website, RTE or EPIC at the time of service.
• Verify patient demographic and insurance information at the time of visit, ensuring accuracy, completeness, and up-to-date documentation.
• Provide, explain, and review for accurate completion, all Registration forms, consent forms, and obtain signatures as required.
• Provide and explain the Authorization to Release Health Information to patient at their request and document appropriately.
• Discuss balances due, including past balance, co-payments, co-insurance, and deductibles, referring to Patient Accounts as necessary; take responsibility for collecting and posting payments from patients at the time of service via check, money order, or credit card in compliance with our policies and procedures.
• Offer patient’s My Chart activation in compliance with Meaningful Use guidelines.
• Provide After visit Summary in compliance with ACO guidelines.
• Follow end of day check process daily to total and balance collections.
• Begins the check in process in EPIC. Act on notations and completes the check in process successfully.
• Schedules/Cancels/Reschedules patient appointments as ordered by the physician adhering to scheduling policies and procedures.
• Obtains HMO insurance referrals as required for maximum reimbursement of services rendered.
• Notifies management or other departments appropriately using Clerical Templates for various issues/requests/reasons.
• Maintains the kiosk representative station when assigned, assisting patients with check-in, navigation, and general inquiries to ensure a welcoming and supportive experience.
• Works with a sense of urgency.
• Performs other tasks as required for the effective and efficient functioning of the Practice when directed to do so by Supervisory and Managerial personnel.
• Actively monitors and works assigned and unassigned work queues during downtime to support efficient operations and ensure timely patient service.
• Responds to emails promptly and professionally, ensuring all inquiries and concerns are addressed in a timely manner. Utilize Reply All when needed.

Qualifications

• High School Diploma/GED (or higher)
• 1+ years of customer service or healthcare related experience
• 1+ years of computer proficiency experience (including being able to work on multiple web browsers using dual monitors at the same time to include Microsoft Outlook)
• Experience as a receptionist in a healthcare setting
• Experience working with electronic health records
• Experience working with scheduling programs
• Knowledge and ability to learn and apply job functions, and minimal medical terminology knowledge

Soft Skills

• Ability to work independently and as a team, and maintain good judgment and accountability
• Demonstrated ability to work well with health care providers
• Strong organizational and time management skills
• Ability to multi-task and prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

Benefits

Competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life & AD&D Insurance along with Short-term disability 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 (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

Pay

The hourly pay for this role will range from $17.98 to $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

UnitedHealth Group is an Equal Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.