Ambulatory Services Rep II Lake Houston Campus

UnitedHealth Group; Humble (TX); On-site; USD 37,000 - 67,000; Full time

Benefits offered by this job

Comprehensive benefits package

401k contribution

Equity stock purchase plan

Job summary

UnitedHealth Group, a leading healthcare organization, is seeking an ASR II at Kelsey-Seybold Clinic to support patient check-in/out, registration, and cashiering. The role emphasizes delivering friendly, efficient service within a multi-provider clinic that uses Epic Front Desk for patient data and billing.

The ASR II requires strong communication, confidentiality, and cash handling skills, with familiarity in medical-office workflows and Epic Front Desk training.

Qualifications

• High School diploma or GED required.
• 1+ years of direct face-to-face customer service experience.
• 1+ years of cash handling or collections experience.
• Experience in a medical office/healthcare setting or Epic Front Desk training is a plus.

Responsibilities

• Deliver excellent customer service to patients and maintain a courteous environment.
• Front desk operations: check-in/check-out, registration, scheduling, and data entry in Epic.
• PBX operations: answer and route calls and relay information to the proper department.
• Cash control: balance cash drawer and process receipts with accuracy.
• Maintain patient confidentiality and comply with privacy requirements.

Skills

Customer service

Cash handling

Verbal and written communication

Confidentiality

Multitasking

Education

High School diploma or GED

Tools

Epic Front Desk

Microsoft Word

Microsoft Excel

Job description

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together.

The ASR II is responsible for providing assistance to patients in a friendly and courteous manner. The ASR II is responsible for check-in and check-out functions, including registration and cashiering. The ASR II must maintain a neat and professional appearance and an organized work area.

Primary Responsibilities:

• Customer Service: Commits to collaborative interaction with patients to achieve excellent customer service and high levels of satisfaction. Endorses mutual respect amongst all members of the healthcare team
• Practices positive guest/peer relationships and works with others to promote an efficient and effective team. Demonstrates a positive attitude and understands how this relates to creating a caring environment and a favorable impression regarding KSC commitment to the welfare of our patients
• Front Desk Operations: Provides assistance to patients so that the patient can be processed quickly and efficiently and to ensure that accurate information is obtained and conveyed to the patient including: Relaying information regarding wait time to patients. Answering questions and provides assistance to patients either directly or by referring them to the appropriate person/department. Assisting with filling out forms and paperwork required by the clinic. Updating patient demographics and insurance information in Epic. Obtaining necessary corporate accounts/Worker's Compensation information and ensure proper billing and reporting, including printout of account information and employer instructions. Processes check-in and check-out in Epic system allowing for immediate charge entry into the accounts receivable system. Requires knowledge of all Epic functions. Collects appropriate fees, co-pays, deductibles and co-insurance amounts as determined and documented by the financial review personnel. Issues receipts for all monies received. Performs reconciliation procedures in Epic system within 48 hours of date of service, ensuring that accurate charge capture and all revenue generating patient encounters have been closed. Processes registration of new patients including name search, pseudo number conversion and account set up with insurance, demographic information and scans insurance card into Epic. Schedules appointments in the computer system following clinic standards and procedures. Schedules ancillary appointments providing instructions and preps when necessary. Confirms future appointments one day in advance of appointment or as directed by site management
• PBX Operations: Answers, screens and directs incoming calls according to PBX standards and procedures. Provides assistance to patients so that patient inquiries can be processed quickly and efficiently to ensure that accurate information is obtained and conveyed to the patient including: referring patients to appropriate departments, relaying information regarding phone wait times, answering questions and providing assistance either directly or by referring them to the appropriate person/department. Reports internal and external complaints to Coordinator, Supervisor or Clinic Administrator in a timely manner. Activates and cancels call forwarding to/from the Contact Center at the scheduled times. Takes messages as needed in a complete, concise manner with all required information. Maintains an updated list of all physicians, departmental and internal extensions
• Cash Control: Performs cash control procedures for daily accounting of opening cash drawer and balancing of end of day totals
• Performs other duties as assigned by the site manager

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 or G.E.D.
• 1+ years of direct face to face customer service experience
• 1+ years of cash handling or collections experience
• 6+ months of experience in a customer facing role within a medical office, healthcare setting or other service-related industry OR 1+ years KSC ASR I with 6 months ASR II cross-training experience and the successful completion of Epic Front Desk Training OR 1+ years KSC CBO, Managed Care or Contact Center experience
• Experience with computers and Windows- based software including Word and Excel
• Excellent verbal and written communication skills
• Basic Math ability
• Knowledge of customer service principles and practices. Able to maintain strict confidentiality of all personal/health sensitive information. Ability to effectively handle challenging situations and to balance multiple priorities
• Fluent in English, verbal and written
• Professional demeanor, appearance and grooming

Preferred Qualifications:

• 2+ years of experience working in a physician, hospital, or medical office environment to include patient registration, appointment scheduling or medical billing.
• 2+ years of insurance and /or managed care experience to include insurance verification and the ability to identify, understand and communicate plan details to patients with HMO, PPO, EPO, Medicare Advantage and other plans. 1+ years of cash handling or collections experience in a medical office setting
• 2+ years of direct face to face customer service experience
• EMR/Epic experience
• Basic calculator skills
• Bilingual- English/Spanish

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 $18.00 to $32.00 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.