Patient Check-In 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start  Caring. Connecting. Growing together. 

Position in this function performs  Patient Check-In Representative duties with a high level of autonomy and competency. Serves as a key member of the medical team, delivering excellent customer service and supporting strong patient-clinician relationships. In addition to core responsibilities, handles significant higher-level administrative tasks.

Under general supervision of the Supervisor or Regional Manager of Central Check-In Operations, the Patient Check-In Representative professionally greets and performs any necessary health screening for all patients entering the practice for medical appointments. Verifies patient demographics and insurance information, making any necessary changes in the Practice Management System. May obtain and enter appropriate referral information. Ensure all patients have completed and signed all forms as needed. Completes appointment check-in to inform clinical unit of patient's arrival. Collects expected payments for visit and outstanding balances.

Location: 330 Baker Ave. Concord, MA. May be required to travel to other locations to assist with coverage and/or training as needed.

Department:  Central Check-In

Schedule:  Monday-Friday, 8am-5pm EST. Flexibility may be required depending on business need.

Primary Responsibilities:

• Completes check-in process including general health screening procedures to notify clinical unit patients has arrived and directs patients according to service line customer service standards
• Identifies patients with incomplete registrations and may update info; calls Central Registration Office or scans insurance card as needed for follow up by Central Registration
• Ensures patients are registered with the correct accounts. Verifies and updates demographic and insurance information. Ensures all patients have completed and signed registration, NPP non-covered services waiver forms and any other applicable forms as required for compliance or billing purposes
• Utilizes health plan or vendor specific web sites to verify insurance eligibility
• Identifies patients with workers' compensation and motor vehicle accident-related injuries. May create a shell account and refer these patients to Medical Billing (ILR Team) for completion of registration
• Reviews completed documentation for workers' compensation and motor vehicle related injuries and scans information into medical records
• Ensures patients have appropriate referrals and signed waivers if necessary. May enter referral information into Epic System
• Collects payments, co-payments, and past due balances and posts payments to appropriate account and date of service
• Completes end of day cash processing reconciliation by balancing daily deposit with Resolute user batch, completes all cash related forms and makes daily deposit at drop safe. Adheres to all established cash receipts policies and procedures
• Will perform daily business office cashier functions assigned for business needs including:
  • Receives funds from users in practice areas. Counts money to verify cash receipts. Researches and resolves problems with transactions and balances. Reconciles daily practice collections to the Daily Collection Repost (DCR)
  • Prepares daily bank deposits for the practice and transports the deposit to the Garda drop safe with either security or building services escort
  • Balances cash and receipts. Prepares and provides cash receipts with required reconciliation and tally documents. Maintains ongoing daily and monthly area statistics. Reports and documents may include user batch report and a copy of the DCR
  • Runs and/or reviews end of day report and identifies any variances. Follows up with user for corrections. Tracks errors and losses to ensure accuracy and identify fraudulent activity or theft. Communicates with area supervisors or end user when expected collections are not received or whenever an error is discovered. Interacts with cash receipt department to resolve any discrepancies or answer questions related to the DCR or cash processes
  • Posts payments (e.g. petty cash checks). Researches any discrepancies between posted balances and deposits (e.g. bank discrepancy/variances). Makes adjustments into Epic's Resolute as needed. Works with Billing Operation staff to resolve Resolute posting errors
  • Ensures change is available daily for department users. Prepares daily change banks for department users. Separates banks from daily deposit to ensure bank's availability for next day's collection and performs periodic confirmation counts on department cash change banks. Places coin orders as needed through Bank of America to ensure availability of change on site
  • Provides regular feedback and individual training to site staff regarding cash handling and end-of-day deposit procedures
  • Maintains and routinely updates the required cash handling forms. Keeps adequate supplies of such forms for all departments. Orders, maintains and distributes supplies including: all collections and bank deposit forms; imprinted deposit slips; bank deposit bags; and all other supply items related to the practice collections and bank deposit system
• May review, research, and correct information as needed for work business reports or work queue including but not limited to incoming referral work queue, missing coverage reports, and outstanding balance reports after 90 days in role
• May provide information to patients as requested, order ambulance and/or coordinate transportation when needed, perform overhead pages for Rapid Response, arrange for Interpreter Services and provide site phone coverage as necessary
• Performs other duties as assigned
• Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information

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 directions 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-facing experience 
• Intermediate level of proficiency with computer skills (keyboarding, data entry and moving quickly between multiple application systems, proficient in email)

Preferred Qualifications:

• Previous Epic experience
• Working knowledge of check-in or registration procedures and self-pay collections in a healthcare environment
• Working knowledge of medical office check-in functions including health plan coverage and referrals, authorizations, patient balance terminology (deductible, co-pay, co-insurance)

Soft Skills:

• Demonstrated customer service and recovery skills, strong verbal, written and telephone communication skills
• Demonstrated working under time pressure, juggling multiple priorities, managing deadlines
• Teamwork, flexibility, reliability, adaptability, able to be flexible with work schedule
• Attention to detail, demonstrated multi-tasking skill

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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16.00 to $29.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment 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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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