Patient Service Representative

UnitedHealth Group; Quincy (MA); Hybrid; Confidential; Full time

Benefits offered by this job

Comprehensive benefits package

Paid training

Remote-friendly with on-site training

Job summary

Atrius Health in Massachusetts is hiring a full-time Patient Service Representative. This remote-to-office role handles patient inquiries via phone or digital channels, supports appointment management, and ensures data accuracy in EMR systems.

You will work 8:30 am–5:00 pm with occasional overtime, training conducted on-site at Quincy locations, and a strong emphasis on customer service. Required are a high school diploma or equivalent, 1+ year healthcare or medical insurance exposure, and

Qualifications

• High School Diploma / GED OR Equivalent Work Experience
• Must be 18 years of age OR older
• 1+ years of experience in a medical, healthcare or medical insurance setting
• EMR experience or aptitude to master EMR
• Experience booking, rescheduling, and canceling appointments; verify 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
• Full-time, Monday-Friday, 8:30 am - 5:00 pm EST with possible overtime

Responsibilities

• Screen incoming patient inquiries to determine if they can be handled by the Patient Service Representative or referred to others
• Provide courteous, friendly, patient-focused service
• Resolve issues related to patient satisfaction, flow, and procedures; advocate for patients as needed
• Collaborate with supervisor to address department issues
• Refer difficult calls to higher level staff when necessary
• Request forms, letters, renewals, referrals, prior authorizations, and other admin needs from patients
• Update missing/outdated patient information in records
• Maintain effective communication with patients, interdisciplinary team, and providers
• Review clinic schedules to optimize utilization and meet patient needs
• Assist with data collection and reporting like no-shows and phone statistics
• Participate in special projects and continuous improvement initiatives
• Other duties as assigned

Skills

Customer service

Communication

Problem solving

Time management

Organization

Multi-tasking

Team collaboration

Education

High School Diploma / GED

Tools

Outlook

Teams

Word

Excel

EMR

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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