Senior Patient Service Specialist – Neponset Specialties Worcester

For those who want to invent the future of health care, here’s your opportunity. We’re going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

Position in this function performs a full range of administrative support services for clinic/site including the collection of co-payments, scheduling of patients for medical procedures, tests, associated ancillary services, and other related duties; seeks prior authorization and referrals for these services.  Answers telephone calls for the department in the assigned department queue and maintains exemplary personal agent statistics. Trains others in exemplary processes for both phone and non-phone workflows. Coordinates the work of others to ensure coverage in administrative areas of the practice.  Works to resolve patient complaints by investigation and acts as a liaison to other resources and departments to ensure resolution.  Provides education to staff and patients on processes and department scheduling procedures to ensure the highest level of patient/customer satisfaction.      

Primary Responsibilities:

• Performs all cross-functional duties of a Patient Service Specialist (PSSI and II) as required or directed
• Changes template to alter multiple-day availability and provider vacation time, according to provider preference and department protocol
• Performs service recovery within the practice. Critical Thinking and Problem Solving. Demonstrated ability to de-escalate a negative patient interaction. Escalates patient complaints and billing concerns to the Lead/Supervisor if unable to resolve them independently
• In conjunction with department leadership and training, acts as a formal preceptor to new PSS staff
• Participates in Patient Service Specialist interviews as requested
• Maintains and develops harmonious relationships with co-workers, providing support and assistance to ensure quality customer service
• Creates staff schedules and assigns work tasks appropriately based on workload and skill level
• Ensures all key tasks in the practice have adequate coverage and are completed to the expectation of the supervisor or manager
• Provides both motivational performance feedback and coaching for improvement and communicates concerns and recognition to leadership
• Floats to different sites as required or directed
• Complies with health and safety requirements and with regulatory agencies such as DPH, etc.
• Complies with established departmental policies, procedures, and objectives
• Participates in learning opportunities provided through the learning management system
• Participates in departmental meetings and huddles as directed by department leadership
• Regular, reliable, and predictable attendance is required
• Performs other similar and related duties as required or directed
• Position does not qualify for Point of Sale Collections bonus

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:

• 2+ years of experience working in a healthcare or health insurance setting
• Experience with electronic health records 
• Proven ability to demonstrate leadership, task delegation, and work coordination of a team
• Proven ability to think critically and exercise sound judgment and manage multiple priorities and deadlines
• Proven to be accountable for departmental metrics such as phone queue statistics and co-pay collection rates
• Proven excellent communication, customer service, interpersonal and organizational skills
• Willingness to learn and be an active member of a healthcare team

Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.

Physical Requirement:

• Physical health sufficient to meet the ergonomic standards and demands of the position

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 $20.00 to $35.72 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.

OptumCare 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.

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