Patient Services Representative

**Job Title:** Patient Services Representative

About the Job

Multi-Specialty, part of Optum, has an immediate opening for a friendly, patient-focused and detailed-oriented Patient Services Representative to join our team. The Patient Services Representative is responsible for completing 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.

About the Role

The Patient Services Representative will greet and register patients in a prompt, pleasant and helpful manner, as well as instruct, direct and schedule patients and visitors. The Patient Services Representative receives payments from patients, issues receipts and posts payment data.

Schedule and Location

The schedule will be determined by the supervisor upon hire. The location of this role is at 2 Centerock Road, West Nyack, NY 10994.

Responsibilities

• Adheres to standards of professionalism set by the Practice.
• Maintains professional appearance by adhering to dress code and wearing identification badge.
• Demonstrates and maintains professionalism in behavior and courtesy toward 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 or reads minutes.
• Completes Mandatory Education annually.
• Attends/participates in training/review classes and projects as assigned.
• Handles difficult situations and people with tact, professionalism and H.E.A.R.T.
• Demonstrates good judgment in escalating difficult situations and people to Management personnel.
• Demonstrates professionalism in attendance & punctuality.
• Promotes a positive work attitude fostering teamwork and acceptance of management decisions.
• Supports peer to peer training initiative for new Patient Services employees.
• Assists co-workers whenever possible, to achieve office goals / patient satisfaction.
• Works independently, takes initiative in completing assignments and does so without reminder.
• Completes all miscellaneous work assigned by leadership 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, RTS, Phreesia or at time of service.
• Verifies patient demographic and insurance information at time of visit. Assures 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, i.e. Patient Representative, Patient Registration form, and Family Information form where applicable and obtains signatures as required.
• Provides and explains the Authorization to Release Health Information to patient at their request.
• Determines 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 checks, cash or credit card in compliance with Cash Control Policies and Procedures.
• Invite patient's with the Patient Portal enrollment (PxP) in compliance with Meaningful Use guidelines.
• Provides After visit Summary in compliance with ACO guidelines.
• Prepares Batch Report daily to total and balance collections.
• Begins the check in process in EPM, Phreesia, and Siemens. Act on notations in all systems and completes the auto-flow process successfully.
• Schedules /Cancels /Reschedules patient appointments as ordered by the physician adhering to scheduling policies and procedures.
• Obtains or issues 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, i.e. magazines, physician business cards, brochures, signage, etc.
• Closes office as needed, ensuring that lights, terminals and office machines have been turned off and 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.
• 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.

About UnitedHealth Group

UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

Requirements

• High School Diploma / GED (or higher)
• 1 years of customer service or healthcare related experience
• Intermediate level of computer proficiency (including being able to work on multiple web sites using multiple web browsers with dual monitors at the same time)

Preferred Qualifications

• Experience as a receptionist in a healthcare setting
• Experience working with an electronic health record
• 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, as well as ability to understand and interpret information from others