Patient Service Representative

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

Job summary

Atrius Health, part of the Optum family, is seeking a Patient Service Representative in Massachusetts. The role is remote within MA with an on-site training requirement, 8:30 am–5:00 pm EST, Monday–Friday, and occasional overtime.

You will screen inquiries, assist patients, update records, and coordinate with the care team to ensure smooth clinic operations. Ideal candidates have 1+ year in healthcare or medical insurance, EMR experience, and strong communication skills.

Qualifications

• High School Diploma or GED or equivalent work experience.
• Minimum 1 year experience in medical/healthcare or medical insurance settings.
• EMR experience or aptitude to learn an EMR system.

Responsibilities

• Screens inbound patient inquiries via phone, online messages, or other channels.
• Provides courteous, patient‑centered service and communication.
• Resolves issues related to patient satisfaction and clinic flow.
• May support multiple regions and escalate complex calls as needed.
• Maintains accurate patient information and documentation.

Skills

Customer service

Communication

Multitasking

Problem solving

Education

High School Diploma or GED

Tools

Electronic Medical Record (EMR) system

Telephone system

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Patient Service Representative (2390466)

Job Number:

2390466

This position is Remote in Massachusetts. 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.

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.

Primary Responsibilities:

• Screens all incoming patient enquiries (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
• May provide support to multiple regions
• 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 authorisations, 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 utilisation is optimised 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 programmes unique to the department
• Other duties as assigned

You’ll be rewarded and recognised for your performance in an environment that will challenge you and give you clear directions 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

  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 1177 Boston Providence, Norwood, 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:

  • Well organised
  • Ability to solve problems
  • Ability to multi‑task
  • 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 labour markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programmes, 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 colour, historically marginalised 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.

  UnitedHealth 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, colour, 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 is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.

  UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1‑866‑566‑8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

  UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

  Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

  UnitedHealth Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.