Patient Service Representative

Optum is an innovative health care leader and multi-specialty group practice, delivering effective and connected care for patients. The Patient Service Representative role involves screening patient inquiries, resolving issues related to patient satisfaction, and maintaining effective communication with patients and the interdisciplinary team.ResponsibilitiesScreens 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 membersCourteous, friendly, problem solver with customer service, patient focused communicationResolves issues in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriateParticipates in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessaryResolves patient issues and ensures satisfaction. May refer difficult or highly complex phone calls and issues to higher level staffInitiates 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 Understands all documents and processesReviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insuranceDevelops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agenciesReviews 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 patientsAssists 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 departmentParticipates in special projects and ongoing programs unique to the departmentSkillsHigh School Diploma / GED OR equivalent work experienceMust be 18 years of age OR older1+ years of customer service experienceElectronic Medical Record (EMR) experience and/or aptitude to master the EMR based on other technology experienceExperience booking, rescheduling, and canceling appointments; and verifying patient eligibility using digital scheduling platformsProficient in Outlook, Teams, Word, and Excel for communication, scheduling coordination, reporting, and internal collaborationAbility to work Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 4:30 pm. It may be necessary, given the business need, to work occasional overtime1+ years of experience working in a clinical settingWorking knowledge of patient related documentsBenefitsComprehensive benefits packageIncentive and recognition programsEquity stock purchase401k contributionCompany OverviewOptum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group. It was founded in 2011, and is headquartered in Eden Prairie, Minnesota, USA, with a workforce of 10001+ employees. Its website is https://www.optum.com/.



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