Patient Service Representative

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

Job summary

Optum is seeking a Patient Service Representative for a remote-friendly role based near Worcester, MA. The position focuses on patient enrollment, insurance verification, EMR data entry and coordination of appointments.

The ideal candidate has 1+ year of clinical customer service experience, familiarity with EMR systems, and strong communication skills to support a high-volume care team while ensuring privacy and accuracy in all interactions.

Qualifications

• Must have a High School Diploma or GED or equivalent years of work experience.
• Must be 18 years of age or older.
• 1+ years of customer service experience in a clinical setting.
• 1+ years of Electronic Medical Record (EMR) experience.
• Experience with computers and Windows-based programs.
• Ability to work full-time (40 hours/week), Monday - Friday, with an 8-hour shift 8:00 am–5:00 pm; overtime possible.

Responsibilities

• Verify patient insurance coverage and eligibility using the registration/scheduling system.
• Update demographic, insurance and other patient information.
• Handle patient-care related phone calls via an incoming work queue.
• Provide patient education regarding managed care plans and referrals.
• Schedule and coordinate patient visits and procedures for inpatients and outpatients.
• Notify providers and patients of changes to scheduling.

Skills

Customer service

Communication

Time management

Multitasking

Education

High School Diploma or GED

Tools

Microsoft Teams

Microsoft Word

Microsoft Excel

Microsoft Outlook

Epic

Job description

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

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.

Join us to start Caring. Connecting. Growing together.

The OB/GYN Call Center has an immediate opening for a friendly, patient focused and detailed oriented Patient Service Representative to join our team. The Patient Service Representative is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service, and adhere to Lean processes. Supports the teams in meeting financial, clinical, and service goals.

This position is full-time (40 hours / week), Monday - Friday. Employees are required to work in any of our specialties an 8-hour shift schedule during our normal business hours of 8:00 am and 5:00 pm. It may be necessary, given the business need, to work occasional overtime.

We offer on the job training. There will be 2 days of onsite training. Days will be assigned to you upon hire. Equipment will need to be picked up in Auburn, MA

Primary Responsibilities

• Verifying patient insurance coverage and eligibility utilizing computer-based patient registration/scheduling system
• Verifies and updates demographic, insurance and other patient information
• Addresses patient-care related telephone calls via an incoming work queue aligning with department metric
• Identifies problem related priorities, and responds to emergency needs by contacting/interrupting physician/provider within guidelines
• Provides patient education regarding managed care plans and referral process
• Completes and maintains patient schedules. Schedules and coordinates patient visits, medical procedures for both inpatients and outpatients. Communicate with patients regarding all information related to scheduled appointments
• Notifies providers, patients and others of changes such as new scheduling, re-scheduling, no-show, emergency appointments and add-ons
• Assist with training new staff as needed
• Performs 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 years of work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience in a clinical setting
• 1+ years of Electronic Medical Record (EMR) experience
• Experience with computers and Windows based programs
• Ability to work full-time (40 hours / week), Monday - Friday. Employees are required to work in any of our specialties an 8-hour shift schedule during our normal business hours of 8:00 am and 5:00 pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

• Beginner level of proficiency with software applications such as Microsoft Teams, Microsoft Word, Microsoft Excel (view, filter, sort), Microsoft Outlook, etc.
• Experience with Epic
• Call center experience

Telecommuting Requirements

• Reside within commutable distance to the nearest Reliant location to you
• 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
• Must have a dedicated work space that mimics an in-office environment free from at-home distractions

Soft Skills

• Ability to work independently and maintain good judgment and accountability
• Demonstrated ability to work well with health care providers
• Strong organizational and time management skills
• Ability to prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others
• 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 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.