Healthcare Service Representative

4 weeks ago

Albany, New York, United States Optum Full time

Compensation: $16.00 to $28.27 per hour (based on local labor markets, education, work experience, certifications, etc.)

About the Role:

The Patient Access Associate plays a vital role in ensuring exceptional initial experiences for patients and their families at Optum. This dynamic individual will welcome, greet, and interview patients in person or over the telephone, obtaining required demographic and insurance information for proper billing and reimbursement. They will also secure necessary signatures to protect hospital interests while providing outstanding patient service with high professionalism.

This position is per diem, requiring employees to work normal business hours with flexibility to cover all shifts within a 24-hour day as needed. Occasional overtime or weekend coverage may be necessary, based on business requirements. The office is located at 178 Grand View Dr., Cobleskill, NY.

We offer comprehensive on-the-job training lasting 4-6 weeks, with schedules determined by the team's needs or discussed on the first day of employment.

Main Responsibilities:

  • Communicate directly with patients and/or family members via phone or in-person to complete registration processes, gathering demographic data, health information, and verifying insurance eligibility/benefits
  • Utilize computer systems to input access or verify patient data in real-time, ensuring accuracy and completeness of information
  • Gather necessary clinical information and process referrals, pre-certifications, pre-determinations, and authorizations according to insurance plan requirements
  • Verify insurance coverage, create price estimates, and conduct reverifications as necessary
  • Collect patient co-pays as applicable and engage in conversations regarding out-of-pocket financial obligations
  • Identify outstanding balances from previous visits and attempt to collect any amounts due
  • Responsible for collecting data directly from patients and referring provider offices to confirm scheduled appointments prior to hospital discharge
  • Respond to inquiries from patients and caregivers on routine and sensitive topics, always displaying compassion and respect
  • Generate, review, and analyze patient data reports, following up on issues and inconsistencies as necessary
  • Maintain current knowledge of specific registration requirements for various areas, including Main Admitting, OP Registration, ED Registration, Maternity, and Rehabilitation units

Qualifications and Requirements:

  • High School Diploma/GED (or higher)
  • Age 18 years or older
  • At least one year of customer service experience
  • Ability to work per diem hours (8-16 hours/week) with potential to cover all shifts within a 24-hour day; occasional overtime or weekends may be necessary
  • On-site presence at our Cobleskill, NY facility is required

Preferred Qualifications:

  • Experience in scheduling and authorizations
  • Ability to work night and weekend hours
  • Healthcare experience and clinical knowledge

Soft Skills:

  • Engaging communication skills to interact effectively with adults at all levels within the organization
  • Building rapport quickly, developing trust, sustaining working relationships, and representing Optum positively in internal and external meetings
  • Strong time-management and organizational skills
  • Effective communication and interpersonal skills
  • Basic keyboarding skills
  • Strong interpersonal, communication, and customer service skills

Work Environment:

  • Standing for extended periods (10 hours) using a workstation on wheels and phone/headset

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