Patient Services Representative

Overview

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Crystal Run Health Care, part of Optum, has an immediate opening for a friendly, patient-focused and detail-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 is a 37.5-hour work week, approximately 11:30 am to close (around 9:00 pm). Schedule determined by the supervisor on hire. Rotating holidays and weekends.

Location: 155 Crystal Run Road, Middletown, NY 10941

• Adheres to standards of professionalism set by the Practice
• Maintains professional appearance by dress code and identification badge
• Demonstrates professionalism and courtesy toward patients and staff
• Maintains confidentiality and HIPAA compliance in all communications
• Functions as a team member committed to quality patient care
• Keeps informed of new/revised policies, standards of care and incorporates into practice
• Attends mandatory quarterly staff meetings / huddles; completes required education timely
• Attends training and projects as assigned
• Handles difficult situations with tact and professionalism
• Documents patient complaints accurately; escalates to designated personnel for resolution
• Escalates appropriately to management as needed
• Maintains attendance and punctuality; monitors absences and schedule in adherence per policy
• Promotes a positive work attitude and teamwork
• Supports on-site training for new Patient Services staff
• Assists coworkers to achieve office goals and patient satisfaction
• Works independently, completes assignments without reminders
• Completes miscellaneous work as directed by leadership
• Opens office as needed; operates copiers and computers for the day
• Communicates with clinical staff to keep patients informed of appointment status
• Verifies insurance eligibility and coverage at time of service
• Verifies patient demographics and insurance information; maintains accuracy in the chart
• Scans insurance cards and IDs into the system
• Provides and reviews registration and consent forms; obtains signatures
• Explains and documents Authorization to Release Health Information as requested
• Discusses balances due and collects payments as required; posts payments per policy
• Offers MyChart activation in compliance with Meaningful Use
• Provides After Visit Summary in line with ACO guidelines
• Performs end-of-day check process to total and balance collections
• Initiates check-in in EPIC and completes the process
• Schedules, cancels, and reschedules patient appointments per policies
• Obtains HMO referrals as required for maximum reimbursement
• Notifies management or other departments using appropriate templates
• Maintains supplies and equipment; communicates needs to supervisor
• Maintains a neat reception and waiting area
• Closes office as needed and discharges patients; may set alarms
• Demonstrates effective oral and written communication with internal and external customers
• Adapts schedule to meet patient and office needs; participates in rotating holidays/weekends
• Cross-trained across specialties to ensure continuity of service
• Maintains kiosk representative station to assist patients with check-in and inquiries
• Works with a sense of urgency; supports downtime queues
• Responds to emails promptly and professionally

Pay is based on factors including location, education, experience, and certifications. The hourly pay for this role ranges from $16.00 to $27.69 per hour for full-time employment. Benefits include a comprehensive package, incentive programs, stock purchase and 401k contribution, subject to eligibility.

Required qualifications and benefits details are in the full posting. United Health Group is an Equal Employment Opportunity employer.

• High School Diploma/GED (or higher)
• 1+ years of customer service or healthcare-related experience
• Intermediate computer proficiency (including using multiple web browsers on dual monitors; Outlook)

• Experience as a receptionist in a healthcare setting
• Experience with electronic health records
• Experience with scheduling programs
• Ability to learn and apply job functions; basic medical terminology knowledge

• Ability to work independently and as part of a team; good judgment and accountability
• Ability to work well with healthcare providers
• Strong organizational and time-management skills
• Ability to multi-task and meet deadlines
• Ability to work well under pressure in a fast-paced environment
• Excellent verbal and written communication skills

United Health Group is a drug-free workplace. Candidates must pass a drug test before beginning employment. #RPO #RED