[Hiring] Patient Service Representative II @UnitedHealth Group

Role Description

This position is Remote in MA. If you are located within commutable distance to the office at 1177 Boston Providence Norwood, MA, you will have the flexibility to work remotely as you take on some tough challenges.

Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative II plays an integral role as a member of the patients care team by:

• Screening all incoming calls and/or myhealth messages.
• Helping complete requests with first call resolution or directing to another member of the interdisciplinary care team.
• Providing extraordinary customer service and strong problem-solving skills.
• Managing a high volume of calls from a remote setting for a defined service line.
• Organizing and prioritizing action items following standard work.
• Utilizing advanced skill set to perform all duties of the Patient Service Representative I.
• Serving as a resource and mentor for other Patient Service Representatives.
• Managing more complex work including support to multiple regions.

This position is full-time (36 hours/week) Monday - Friday. Monday 8:30 am - 5:00pm, Tuesday - Friday, 9:30am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime.

We offer up to 4 weeks of paid training. The hours during training will be aligned to your schedule. Training will be conducted onsite and then continue remote.

Primary Responsibilities:

• Supports a high volume of calls typically for multiple regions, departments and/or service lines adhering to department productivity standards.
• May support additional patient inquiries such as myhealth Medical Advice messages requiring a higher level of critical thinking.
• Maintains a higher degree of technical expertise than Patient Services Representative I and serves as a role model.
• Supports, mentors and trains Patient Service Level I staff.
• Participates in problem-solving activities, focusing on productivity and quality.
• Participates in special projects and ongoing programs unique to the department.
• May represent department on groups and teams related to process improvement opportunities.
• Assists with data collection activities and provides appropriate follow-up for statistical reports.
• Screens all incoming patient inquiries to determine appropriate handling.
• Adheres to service line booking guidelines to ensure clinic utilization is optimized.
• Initiates requests for forms, letters, medication renewals, referrals, and other administrative needs.
• Documents details of each call in the patients’ electronic medical record.
• Reviews and facilitates the updating of missing/outdated information in the patient record.
• Effectively deescalates issues with upset patients and practices.
• Participates in resolving operational difficulties and communicates with supervisor regarding department issues.
• Develops and maintains effective communication with the patient, interdisciplinary team, department staff, providers, and other agencies.
• Attends required team and/or regional meetings to learn new workflows.
• Performs other duties as assigned.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 2+ years of experience in a customer service role.
• 2+ years of experience in the healthcare field.
• Technical proficiency in Microsoft, scheduling software, and electronic medical records systems (Epic or equivalent).
• Ability to work weekends.
• Ability to work full-time (36 hours/week) Monday - Friday.

Requirements

• 3+ years of experience in a clinical or customer service setting (preferred).
• Problem-solving and complex patient management skills (preferred).
• Working knowledge of patient-related documents (preferred).

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.
• Salary for this role will range from $18 - $32 hourly based on full-time employment.