Patient Service Representative

This position is Remote in Boston, MA. If you are located within commutable distance to the office at 147 Milk St., Boston, MA 2109, you will have the flexibility to work remotely
* as you take on some tough challenges.

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday, 7:30 am to 4:00 pm;
Monday
- Thursday 8:00 am - 4:30 pm.

We offer 4 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm, Monday
- Friday. Training will be conducted onsite.

• 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• Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance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

• High School Diploma / GED OR equivalent work 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. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday, 7:30 am to 4:00 pm;
  Monday
  - Thursday 8:00 am - 4:30 pm.

• 1+ years of experience working in a clinical setting
• Working knowledge of patient related documents

• Reside within commutable distance to the office at 147 Milk St., Boston, MA 2109
• 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 United Health Group approved high-speed internet connection or leverage an existing high-speed internet service.

• Good time management skills
• Well organized
• Ability to problem solve
• Ability to multi-task
• Strong communication skills
• Strong attention to detail

* All employees working remotely will be required to adhere to United Health 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…