Patient Services Representative

Patient Services Representative

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.

The Patient Services Representative greets and registers patients in a prompt, pleasant and helpful manner, as well as instructs, directs, and schedules patients and visitors. The Patient Services Representative receives payments from patients, issues receipts and posts payment data.

Schedule: Office is open seven days a week, 365 days per year. This role would consist of a 37.5-hour work week, five 8-hour shifts between the hours of 11:30 am to close (approximately 9:00 pm). The schedule will be determined by the manager upon hire. Rotating weekends and holidays

Location: 155 Crystal Run Road, Middletown, NY 10941

Primary Responsibilities:

• Adheres to standards of professionalism set by the Practice.
• Always maintains professional appearance by adhering to dress code and wearing identification badge.
• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff.
• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members.
• Functions as a member of a team committed to quality patient care.
• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice.
• Attends and participates in mandatory quarterly staff meetings / huddles.
• Completes Mandatory Education timely and consistently.
• Attends and participates in training, review classes and projects as assigned.
• Handles difficult situations and people with tact, professionalism and H.E.A.R.T.
• Accurately documents patient complaints and concerns, ensuring the patient feels heard and supported. Appropriately escalates issues to the designated personnel for timely resolution.
• Demonstrates good judgment in escalating difficult situations and people to Management personnel.
• Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with the policy.
• Promotes a positive work attitude fostering teamwork and acceptance of management decisions.
• Supports on-site training initiative for new Patient Services employees.
• Assists co-workers whenever possible, to achieve office goals and patient satisfaction.
• Works independently, takes initiative in completing assignments and does so without reminder.
• Completes all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader or Physician accurately and in a timely manner.
• Opens office as needed; turns on copiers, terminals and printers, and updates computer for current day's session.
• Communicates with clinical staff to keep patient informed of appointment status.
• Verifies insurance eligibility and coverage by phone, independent website, RTE or EPIC at time of service.
• Verifies patient demographic and insurance information at time of visit. Assures all demographic and insurance information is accurate, complete and up to date in the patient's chart. Scans current insurance card and photo identification into system.
• Provides, explains and reviews for accurate completion, all Registration forms, consent forms and obtains signatures as required.
• Provides and explains the Authorization to Release Health Information to patient at their request and documents appropriately.
• Discusses balances due, including past balance, co-payments, co-insurance and deductibles, referring to Patient Accounts as necessary; takes responsibility for collecting and posting payments from patients at time of service via check, money order or credit card in compliance with our policies and procedures.
• Offers patient's My Chart activation in compliance with Meaningful Use guidelines.
• Provides 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 supply inventories and equipment necessary for the effective performance of the job; communicates supply needs to the office supervisor in a timely manner.
• Maintains a neat, organized, orderly environment in the reception and waiting room areas, including physician business cards, brochures, signage, etc.
• Closes office as needed, ensuring all patients accounted for and discharged. May be required to set alarm.
• Actively demonstrates good oral and written communication skills with both internal and external customers.
• Demonstrates flexibility in schedule to meet patient and office needs.
• Participates in a rotating schedule for holidays and weekends, if applicable. May be required to adjust shifts to meet the operational needs of the practice.
• Cross-trained in all specialties to ensure continuity of service and coverage across the department. All staff are hired for the building, not a specific suite or specialty, and expected to adapt to evolving practice needs.
• 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.
• Performs other duties

What are the reasons to consider working for UnitedHealth Group? Put it all together - 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.)

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED
• 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

Preferred Qualifications:

• 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