Patient Services Representative - Primary Care Plus at Hammond

Patient Services Representative

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

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, RN Care Manager, Social Worker, 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 greeting and assisting patients, 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.

Primary Responsibilities:

• 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, HIPAA 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

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School diploma or equivalent
• 1+ years of experience as a receptionist or administrative assistant in a medical facility or professional office setting
• Demonstrated excellent written communication skills
• Computer experience (proficiency in Microsoft Word, Excel, Outlook and Teams)

Preferred Qualifications:

• Clinical databases/EMR experience

Core Competencies:

• Ability to multi-task in a busy environment
• Proficient in Microsoft Word, Excel, and basic computer skills
• 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 customer service skills
• Ability to handle cash
• Detail-oriented, organized and self- motivated

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 $17.74 to $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.