Patient Service Representative

Optum; Quincy (MA); Remote; USD 22,000 - 40,000; Full time

Job summary

Atrius Health, part of the Optum family, is seeking a full-time Patient Service Representative in Massachusetts. You will handle patient inquiries, schedule and renew appointments, and support clinic operations from Quincy, with optional remote work flexibility during core hours.

Join a mission-driven team offering comprehensive benefits, training, and growth opportunities. Expect routine 8-hour shifts, occasional overtime, and collaborative care across care teams.

Qualifications

• High School Diploma / GED or equivalent work experience.
• 18 years of age or older.
• 1+ years of experience in medical, healthcare or medical insurance setting.
• EMR experience or aptitude to learn EMR systems.
• Experience booking, rescheduling and canceling appointments; verify patient eligibility.
• Proficient in Outlook, Teams, Word and Excel for communication and scheduling.
• Able to complete up to 3 weeks of training on-site at Quincy locations (Congress or Hancock Street).
• Full-time, 8-hour shift during 8:30 am - 5:00 pm EST; overtime may be required.

Responsibilities

• Screen incoming patient inquiries via phone, online, or messages to determine routing.
• Provide courteous, patient-focused customer service and communication.
• Resolve issues related to patient satisfaction, flow and procedure compliance.
• Escalate department issues to supervisor when needed.
• Resolve patient issues and refer complex calls to higher level staff.
• Request forms, renewals, referrals, and authorizations and assist patients.
• Update missing/outdated patient information in records.
• Maintain effective communication with patients, team and providers.
• Review appointment schedules to optimize clinic utilization.
• Assist with basic data collection and reporting for departments.
• Participate in problem solving and continuous improvement projects.
• Perform other duties as assigned.

Skills

Customer service

Multitasking

Problem solving

Communication

Attention to detail

Time management

Education

High School Diploma / GED

Tools

Office Suite (Outlook/Teams/Word/Excel)

Job description

This position is Remote in Massachusetts. If you are located within commutable distance to the office at 500 Congress St, Quincy, MA 02169, you will have the flexibility to work remotely* as you take on some tough challenges.

Explore opportunities with Atrius Health, part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together.

This position is full-time, Monday-Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime.

We offer up to 3 weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. Training will be on-site at one of our Quincy locations (Congress or Hancock Street)

Primary Responsibilities

• Screens all incoming patient inquires (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

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 OR Equivalent Work Experience
• Must be 18 years of age OR older
• 1+ years of experience working in a medical, healthcare or medical insurance setting
• 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 Outlook, Teams, Word, and Excel for communication, scheduling coordination, reporting, and internal collaboration
• Able to complete up to 3 weeks of training on-site at one of our Quincy locations (Congress or Hancock Street)
• This position is full-time, Monday-Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:30 am - 5:00 pm EST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

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

Telecommuting Requirements

• Reside within commutable distance to the office at 500 Congress St, Quincy, MA 02169.
• 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
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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 - $29 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.

OptumCare 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.

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

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