Patient Services Representative

Opportunities with Crystal Run Healthcare, part of the Optum family of businesses.  Advance your career in a dynamic health care setting. Our commitment to coordinated care and technology-driven practices not only elevate patient care but also provides our team with a supportive work environment. With a growing network of locations, we offer a platform for career advancement with an excellent culture. Join us in making an impact and discover the meaning behind  Caring. Connecting. Growing together.

Crystal Run HealthCare,  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 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.

Schedule :  Office is open seven days a week. This role would consist of a 37.5-hour work week, between the hours of 11 : 30 am to close (approximately 9 : 00 pm). The schedule will be determined by the supervisor upon hire. Rotating Holidays and Weekends

Location :  155 Crystal Run Road, Middletown, NY 10941

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
• Communicate 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
• Follow 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
• Participate 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
• Respond 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

What are the reasons to consider working for UnitedHealth Group?  Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include :

You'll be rewarded and recognized 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 :

Preferred Qualifications :

Soft Skills :

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 $16.00 to $27.69 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.

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, 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.

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