[Hiring] Patient Service Representative @UnitedHealth Group

Role Description

This position is Remote in Massachusetts. If you are located within commutable distance to the office at PO Square-147 Milk Street, Boston, Watertown-485 Arsenal Street, Watertown, Norwood-1177 Providence Highway, Norwood or Quincy-500 Congress Street, Quincy, you will have the flexibility to work remotely as you take on some tough challenges.

This position is full-time, Monday to Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30 am - 5:00 pm EST.

We offer up to 4 weeks of paid training. The hours during training will be 8:30 am - 5:00 pm EST, Monday - Friday. Training will be conducted onsite.

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• Reviews and facilitates the updating of missing/outdated information in the patient record, such as demographics, primary care physician selection, and insurance.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.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 1+ years of customer service experience.
• 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 Microsoft Excel (view, sort, filter), Microsoft Outlook, Microsoft Teams, Microsoft Word for communication, scheduling coordination, reporting and internal collaboration.
• Ability to work full-time, Monday to Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30 am - 5:00 pm EST.

Preferred Qualifications

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

Telecommuting Requirements

• Reside within commutable distance to the office at PO Square-147 Milk Street, Boston, MA, Watertown-485 Arsenal Street, Watertown, MA, Norwood-1177 Providence Highway, Norwood, MA or Quincy-500 Congress Street, Quincy, MA.
• 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.

Benefits

• 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).
• The salary for this role will range from $16 - $29 hourly based on full-time employment.