Patient Service Representative

Optum is an innovative health care leader and multi-specialty group practice delivering effective, connected systems of care. The Patient Service Representative role involves screening patient inquiries, resolving issues related to patient satisfaction and flow, and facilitating communication between patients and the healthcare team.

Responsibilities

• Screens all incoming patient inquires (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
• 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 authorizations, 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• Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance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 utilization is optimized 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 programs unique to the department

Skills

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience
• Experience booking, rescheduling, and canceling appointments; and verifying patient eligibility using digital scheduling platforms
• Proficient in Microsoft Outlook, Microsoft Teams, Microsoft Word, and Microsoft Excel for communication, scheduling coordination, reporting, and internal collaboration
• Ability to work full-time (35 hours/week), Monday - Friday, 12:00 pm - 7:00 pm
• 1+ years of experience working in a clinical setting
• Working knowledge of patient related documents

Benefits

• A comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Company Overview

Company H1B Sponsorship