Patient Services Representative

Job Description

Opportunities with Crystal Run Healthcare, part of the Optum family of businesses . Advance your career in a dynamic health care setting. Our commitment to coordinated care and technology-driven practices not only elevate patient care but also provides our team with a supportive work environment. With a growing network of locations, we offer a platform for career advancement with an excellence culture. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.

Multi-Specialty, part of Optum, has an immediate opening for a friendly, patient focused and detailed 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.

The Patient Services Representative greets and registers patients in a prompt, pleasant and helpful manner, as well as instructs, directs, and schedules patients and visitors.  The Patient Services Representative receives payments from patients, issues receipts and posts payment data.

Schedule :  Office is open seven days a week. This role would consist of a 38-hour work week, (4 -10-hour shifts) between the hours of 8 : 00 am to close (approximately 8 : 00 pm). Rotating Holidays and weekends. The schedule will be determined by the supervisor upon hire.

Location :   1200 Route 300, Newburgh, NY 12550

Primary Responsibilities :

Adheres to standards of professionalism set by the Practice

Always maintains professional appearance by adhering to dress code and wearing identification badge

Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff

Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members

Functions as a member of a team committed to quality patient care

Takes initiative to keep informed of new / revised Policy and Procedures, Standards of Care and incorporates these into practice

Attends and participates in mandatory quarterly staff meetings / huddles

Completes Mandatory Education timely and consistently

Attends and participates in training, review classes and projects as assigned

Handles difficult situations and people with tact, professionalism and H.E.A.R.T

Accurately documents patient complaints and concerns, ensuring the patient feels heard and supported. Appropriately escalates issues to the designated personnel for timely resolution

Demonstrates good judgment in escalating difficult situations and people to Management personnel

Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with the policy

Promotes a positive work attitude fostering teamwork and acceptance of management decisions

Supports on-site training initiative for new Patient Services employees

Assists co-workers whenever possible, to achieve office goals and patient satisfaction

Works independently, takes initiative in completing assignments and does so without reminder

Completes all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader or Physician accurately and in a timely manner

Opens office as needed; turns on copiers, terminals and printers, and updates computer for current day's session

Communicates with clinical staff to keep patient informed of appointment status

Verifies insurance eligibility and coverage by phone, independent website, RTE or EPIC at time of service

Verifies patient demographic and insurance information at time of visit. Assures all demographic and insurance information is accurate, complete and up to date in the patient's chart

Scans current insurance card and photo identification into system

Provides, explains and reviews for accurate completion, all Registration forms, consent forms and obtains signatures as required

Provides and explains the Authorization to Release Health Information to patient at their request and documents appropriately

Discusses balances due, including past balance, co-payments, co-insurance and deductibles, referring to Patient Accounts as necessary; takes responsibility for collecting and posting payments from patients at time of service via check, money order or credit card in compliance with our policies and procedures

Offers patient's My Chart activation in compliance with Meaningful Use guidelines

Provides After visit Summary in compliance with ACO guidelines

Follow end of day check process daily to total and balance collections

Begins the check in process in EPIC. Act on notations and completes the check in process successfully

Schedules / Cancels / Reschedules patient appointments as ordered by the physician adhering to scheduling policies and procedures

Obtains HMO insurance referrals as required for maximum reimbursement of services rendered

Notifies management or other departments appropriately using Clerical Templates for various issues / requests / reasons

Maintains supply inventories and equipment necessary for the effective performance of the job; communicates supply needs to the office supervisor in a timely manner

Maintains a neat, organized, orderly environment in the reception and waiting room areas, including physician business cards, brochures, signage, etc

Closes office as needed, ensuring all patients accounted for and discharged. May be required to set alarm

Actively demonstrates good oral and written communication skills with both internal and external customers

Demonstrates flexibility in schedule to meet patient and office needs

Participates in a rotating schedule for holidays and weekends, if applicable. May be required to adjust shifts to meet the operational needs of the practice

Cross-trained in all specialties to ensure continuity of service and coverage across the department. All staff are hired for the building, not a specific suite or specialty, and expected to adapt to evolving practice needs

Maintains the kiosk representative station when assigned, assisting patients with check-in, navigation, and general inquiries to ensure a welcoming and supportive experience

Works with a sense of urgency

Performs other tasks as required for the effective and efficient functioning of the Practice when directed to do so by Supervisory and Managerial personnel

Actively monitors and works assigned and unassigned work queues during downtime to support efficient operations and ensure timely patient service

Responds to emails promptly and professionally, ensuring all inquiries and concerns are addressed in a timely manner. Utilize Reply All when needed

What are the reasons to consider working for UnitedHealth Group?   Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include :

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at :

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 :

Preferred Qualifications :

Soft Skills :

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 $16.00 to $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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