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As an active participant of the primary care patient centered medical home team, the Patient Services Representative engages in a collaborative process with members of a multidisciplinary team which may include a Physician, Nurse Practitioner, Nurse Navigator, Care Coordinator RN, Social Worker, Pharmacist, Dietician, Clinic Manager, LPN, and Medical Assistant. The team assesses, plans, implements, coordinates, monitors and evaluates options and services to meet a patient’s health needs through communication and utilization of available resources to promote efficient, quality outcomes.
The Patient Services Representative supports the care team by performing various functions such as scheduling and canceling appointments, answering and triaging phone calls, recording telephone messages in the electronic medical record (EMR) and forwarding to the appropriate team member. This position ensures that key information is collected and documented in the EMR which enables the care team to identify the patient’s primary care provider, contact the patient via phone or mail, identify language barriers, and to identify coverage issues that may impact a patient’s ability to access specialty care or diagnostic services.
The Patient Services Representative interacts with the patient at the beginning and end of every telephone or face to face encounter with the clinic. They provide instruction, reinforcement, documentation, and serve as a liaison between patients and the medical support staff to ensure a collaborative effort is maintained that results in efficient and optimal delivery of services.
Make outbound calls for the purpose of confirming and rescheduling appointments according to protocol and other special projects
Answer telephone, record and direct messages appropriately in the EMR, and screen and direct calls
Enter patient data in the EMR and create global alerts in the EMR to ensure all needed demographics, Privacy notice acknowledgements, Advance Directives, etc. are properly documented and followed according to protocol
Create spreadsheets and documents when necessary
Greet patients, answer questions promptly and in a courteous, helpful manner
Ensure patient’s information is accurate and make changes if necessary
Create and mail new patient packets and enter information accordingly
Check patients in and out at time of entry and exiting their appointments
Collect appropriate fees at time of service
Maintain work area and lobby in neat and orderly manner
Adhere to guidelines concerning work hours and dress codes
Balance cash drawers at end of business day
Adhere to patients’ right to privacy and confidentiality
High School Diploma / GED or higher
2+ years of experience in a cashier / receptionist in a medical facility or public contact position
Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
Ability to work 8 – hour shifts between the core business hours of 6am - 5pm, with flexibility to start early or stay late as needed per business needs or occasional overtime
Proficiency with Microsoft Word (create and edit correspondence), and Microsoft Excel (create, edit, and sort spreadsheets)
Ability to multi-task in a busy environment
Handle 1000 + phone calls in call center per month
Be efficient in Microsoft Word and Excel
Excellent telephone manners and etiquette
Ability to pleasantly interact with patients and co-workers
Ability to speak clearly, read and understand oral and written directions
Excellent written communication skills
Ability to handle cash
Demonstrate strong knowledge of basic computer skills
Detail- orientated, organized and self- motivate
Great customer service
Able to work in a fast pace environment
Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: UHG, UHC, Primary Care Plus, patient services representative, receptionist, medical facility, cashier