Senior Patient Services Representative

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.  

The  Senior Patient Services Representative  performs a wide variety of duties associated with  patient services. This position is responsible for all components of the patient experience  ranging from patient in-take, office visit, patient close-out, and appointment scheduling. The  position also oversees the reporting function for the clinic including compliance specific reports  as well as corporate statistics.  

Location: 1721 N Lee Trevino Dr, El Paso, TX 79936

Work Schedule:   Monday-Friday from 7 AM - 8 PM and Saturday-Sunday from 8 AM -6 PM, 40 hrs/wk. Must be able to work all shifts on a rotating schedule. 

Primary Responsibilities:

• Prepares weekly reports including documentation for management regarding the status of  appointments and general patient information
• Oversees the membership report and ensure that information provided by the information  technology department is updated on a bi-weekly basis to reflect all current patient data
• Coordinates initial patient contact and ensures patient eligibility to clinic and verifies that the  appropriate primary care physician is listed prior to setting up appointments
• Prepares and mails out new patient packets to include welcome letter, magnets, bios, and  appointment confirmation dates
• Initiates Comfort Care appointments for patients as needed and trouble shoots problems that  may arise between Comfort Care and the patient
• Completes a monthly membership report to review new members and to check for patients  that are not reachable
• Coordinates with customer service for patients that are not reachable as well as involving  management to take next steps to follow-up with the patient
• Validates patients’ attestation sheets and conducts research to determine if and when a  patient may need a follow-up visit
• Coordinates with the physicians and ensures a timely submission of the attestation sheets to  the Data Rap department if applicable
• Ensures patients are scheduled in a timely manner and or re-schedule as needed
• Focus on Quality and assists with Band 1-3 patients
• May perform regular Patient Services Representative duties to include: Greeting patients;  complete check in and check out tasks; collecting co-payments, co-insurance, and  deductibles; answer phones, scheduling appointments, redirecting calls as appropriate and  assist callers with questions or concerns within the Patient Services Representative scope
• Inputs and/or updates patient demographic information and advises on the collection of  patient payment
• Schedule routine and follow-up appointments. Reviews all incoming faxes and routes to the  appropriate area of the clinic
• May mentor, onboard and train new team members. Serves as a subject matter expert as  needed by the Lead Patient Services Representative, Clinic Administrator or Supervisor,  Clinic Operations
• Performs all other related 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)
• 2+ years of experience working in a medical environment
• Intermediate level of proficiency with computer software such as Microsoft Word, Excel, PowerPoint, and other departmental specific programs/application
• Basic level of working knowledge in EPRG and Medicare Advantage quality requirements
• Ability to mentor and train others

Preferred Qualifications: 

• Knowledge of medical terminology and anatomy
• ICD10 and CPT coding experience preferred
• Possess planning, organizing, conflict resolution, negotiating and interpersonal skills
• Held leadership or mentorship responsibilities/roles
• Independent problem identification/resolution and decision-making skills
• Must be able to prioritize, plan, and handle multiple tasks, demands simultaneously
• Bilingual - Spanish/English

Soft Skills:

• Strong communication and interpersonal skills, both in person and via phone

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.  

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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