Patient Services Representative

4 weeks ago

Las Vegas, United States UnitedHealth Group Full time

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Compassion is the essential trait that drives superior health care performance. But it's just a start. At OptumCare innovative thinking is just as important. Our unique team of health care providers are an emerging and important part of Optum and the UnitedHealth Group family of businesses. Our approach is designed to help physicians and other providers deliver the right care at the right time in the right setting. That takes smart ideas and incredible teamwork. And that's where you come in. In this role, you'll support a clinical team that's helping patients in new and better ways while giving them a generous helping of compassion and respect.

The Urgent Care Patient service Representative is responsible for providing quality patient care, utilizing telephone/communication etiquette, customer service and clinical skills to assist patients with their medical requests/concerns. Ensures appropriate standards of care are implemented in compliance with all state and federal regulations, standards of practice, corporate policies, and procedures. Promotes collaboration with internal and external team members. Works cooperatively with all members of the Urgent Care team to support the vision of the Patient Centered Medical Home, by achieving a positive balance of healthcare, cost outcomes and patient satisfaction on specific teams.

Location: 888 South Rancho Drive, Las Vegas, NV 89106

Primary Responsibilities:

  • Compliance with customer service standards to address all patient care items regarding their Urgent Care visit via tasking, fax, email, and telephone; resolve complex issues, rarely deferring to the Patient Care Coordinator for both incoming and outgoing calls.
  • Assist patients with appointment questions, medication questions, lab results and lab orders per SMA protocol through telephonic support.
  • Follow standard SMA protocols, processes, and policies to include but not limited to the following:Medication, Lab orders, Preventative Services and Disease/Condition Case Management.
  • Documents all calls and actions taken according to department protocol (6 R's - Right MRN, Right Patient, Right Provider, Right Location, Right reason, and Right appointment).
  • Ability to direct written messages (tasks) to the clinic providers to resolve patient issues post Urgent Care visit.
  • Management of medical records request and the upload in to EMR
  • Management of all Touchworks tasks to include, but not limited to, prescription questions and refills, billing or charge questions and referral related tasks.
  • Responsible for compliance requirements such as LearnSource courses as assigned and annual competencies.
  • Other duties as assigned.
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/GED (or higher)
  • CPR certified or able to obtain certification within 30 days of hire
  • 1+ years of experience in a support role in a hospital/healthcare setting
  • Intermediate level of proficiency in Microsoft Office
  • Ability to work 40 hours per week in either 8-hour shifts or 10-hour shifts between the hours of 7:00am-10:00pm, including weekends
  • Ability to work holidays in accordance with the business needs
Preferred Qualifications:
  • 2+ years of experience in a support role in a hospital/healthcare setting
  • Knowledge/understanding of CPT/ICD-10 coding
  • Experience providing customer service
Soft Skills:
  • Excellent communication skills and phone etiquette
  • Ability to work independently

Nevada Residents Only: The hourly range for Nevada residents is $16.00 to $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

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.

#RPO #RED

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