Patient Services Representative

UnitedHealth Group; Rock Hill (NY); On-site; Confidential; Full time

Benefits offered by this job

Paid Time Off

Medical Plan options

401(k) Savings Plan

Education Reimbursement

Employee Discounts

Job summary

UnitedHealth Group is looking for a Patient Services Representative in Rock Hill, NY. This role is critical in enhancing patient care by managing appointments, verifying insurance information, and ensuring compliance with health regulations. Candidates must have a High School Diploma and at least 1 year of customer service or healthcare experience. The position offers competitive pay, comprehensive benefits, and a commitment to professional growth within a clinician-led organization.

Qualifications

• 1+ years experience in customer service or healthcare-related roles required.
• Proficiency in using multiple web browsers and multitasking is essential.
• Ability to work independently and within a team.

Responsibilities

• Adheres to professionalism and maintains confidentiality.
• Verifies patient information and insurance eligibility.
• Schedules and manages appointment logistics effectively.

Skills

Customer service

Communication

Organizational skills

Multi-tasking

Education

High School Diploma or GED

Tools

Electronic health records

Microsoft Outlook

Job description

Optum NY/NJ is seeking a Patient Services Representative to join our team in Rock Hill, NY. Optum is a clinician‑led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you will be integral to our vision of making healthcare better for everyone. You will provide clinical resources, data, and support to help patients live healthier lives while contributing new practice ideas and initiatives that could improve care for millions of patients across the country.

The role is located at 61 Emerald Place, Rock Hill, NY 12775. Office hours are 11:30 am to 8:30 pm, 37.5 hours per week with rotating holidays and weekends.

Primary Responsibilities

• Adheres to standards of professionalism set by the Practice
• Always maintains professional appearance by adhering to dress code and wearing identification badge
• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff
• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members
• Functions as a member of a team committed to quality patient care
• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
• Attends and participates in mandatory quarterly staff meetings / huddles
• Completes Mandatory Education timely and consistently
• Attends and participates in training, review classes and projects as assigned
• Handles difficult situations and people with tact, professionalism and H.E.A.R.T
• Accurately documents patient complaints and concerns, ensuring the patient feels heard and supported. Appropriately escalates issues to the designated personnel for timely resolution
• Demonstrates good judgment in escalating difficult situations and people to Management personnel
• Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after-weekend absences, tardiness and early departures, and long meal periods in accordance with the policy
• Promotes a positive work attitude, fostering teamwork and acceptance of management decisions
• Supports on‑site training initiative for new Patient Services employees
• Assist co‑workers whenever possible, to achieve office goals and patient satisfaction
• Works independently, takes initiative in completing assignments and does so without reminder
• Completes all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader or Physician accurately and in a timely manner
• Opens office as needed; turns on copiers, terminals and printers, and updates computer for current day's session
• Communicates with clinical staff to keep patient informed of appointment status
• Verifies insurance eligibility and coverage by phone, independent website, RTE or EPIC at time of service
• Verifies patient demographic and insurance information at time of visit. Ensure all demographic and insurance information is accurate, complete and up to date in the patient's chart. Scans current insurance card and photo identification into system
• Provides, explains and reviews for accurate completion, all Registration forms, consent forms and obtains signatures as required
• Provides and explains the Authorization to Release Health Information to patient at their request and documents appropriately
• Discusses balances due, including past balance, co‑payments, co‑insurance and deductibles, referring to Patient Accounts as necessary; takes responsibility for collecting and posting payments from patients at time of service via check, money order or credit card in compliance with our policies and procedures
• Offers Patients My Chart Activation in compliance with Meaningful Use guidelines
• Provides After visit Summary in compliance with ACO guidelines
• Follows end of day check process daily to total and balance collections
• Begins the check in process in EPIC. Act on notations and complete the check in process successfully
• Schedules/Cancels/Reschedules patient appointments as ordered by the physician adhering to scheduling policies and procedures
• Obtains HMO insurance referrals as required for maximum reimbursement of services rendered
• Notifies management or other departments appropriately using Clerical Templates for various issues/requests/reasons
• Maintains supply inventories and equipment necessary for the effective performance of the job; communicates supply needs to the office supervisor in a timely manner
• Maintains a neat, organized, orderly environment in the reception and waiting room areas, including physician business cards, brochures, signage, etc.
• Closes office as needed, ensuring all patients accounted for and discharged. May be required to set alarm
• Actively demonstrates good oral and written communication skills with both internal and external customers
• Demonstrates flexibility in schedule to meet patient and office needs
• Participates in a rotating schedule for holidays and weekends, if applicable. May be required to adjust shifts to meet the operational needs of the practice
• Cross‑trained in all specialties to ensure continuity of service and coverage across the department. All staff are hired for the building, not a specific suite or specialty, and expected to adapt to evolving practice needs
• Maintains the kiosk representative station when assigned, assisting patients with check‑in, navigation, and general inquiries to ensure a welcoming and supportive experience
• Works with a sense of urgency
• Performs other tasks as required for the effective and efficient functioning of the Practice when directed to do so by Supervisory and Managerial personnel
• Actively monitors and works assigned and unassigned work queues during downtime to support efficient operations and ensure timely patient service
• Responds to emails promptly and professionally, ensuring all inquiries and concerns are addressed in a timely manner. Utilize Reply All when needed
• Performs other duties as assigned

Reasons to consider working for UnitedHealth Group

Competitive base pay, a comprehensive benefit program, performance rewards, and a management team that demonstrates commitment to your success. Our full range of offerings includes:

• Paid Time Off, accrued with your first pay period plus 8 paid holidays
• Medical Plan options with Health Spending Account or Health Savings Account participation
• Dental, Vision, Life & AD&D Insurance plus Short‑term and Long‑term Disability coverage
• 401(k) Savings Plan and Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits such as pet insurance, legal insurance, LTC Insurance, etc.

Required Qualifications

• High School Diploma or GED
• 1+ years of customer service or healthcare‑related experience
• 1+ years of computer proficiency, including multitasking across multiple web browsers, dual monitors, and Microsoft Outlook

Preferred Qualifications

• Experience as a receptionist in a healthcare setting
• Experience working with electronic health records
• Experience working with scheduling programs
• Knowledge and ability to learn and apply job functions and minimal medical terminology knowledge

Soft Skills

• Ability to work independently and as a team, and maintain good judgment and accountability
• Demonstrated ability to work well with health care providers
• Strong organizational and time‑management skills
• Ability to multi‑task and 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, and ability to understand and interpret information from others

Pay & Benefits

The hourly pay for this role ranges from $16.15 to $28.80 per hour based on full‑time employment. Pay is based on several factors including, but not limited to, local labor markets, education, work experience and certifications. In addition, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401(k) contribution, all subject to eligibility requirements.

Equal Opportunity Employer

UnitedHealth Group 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, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Drug‑Free Workplace

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

Mission Statement

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. We are committed to mitigating environmental impact and delivering equitable care that addresses health disparities and improves health outcomes.