Lead Patient Service Specialist - Worcester, MA

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.

Directly oversees a team of Patient Service Specialists. Coordinates work schedules and assignments based on the needs of the department. Identifies and addresses gaps in performance and provides performance feedback through routine coaching sessions. Works as a member of the team to ensure target metrics for the department are met. Provides feedback to supervisor or manager for yearly performance reviews and participates in the disciplinary process as directed by supervisor or manager. Provides substantial and valuable feedback in process evaluation and department meetings and huddles. Works to resolve patient and employee complaints by investigation and acts as a liaison to other resources and departments to ensure resolution.

Location: 5 Neponset St. Worcester, MA 01606. This role will require coverage at the Southborough, Westborough, Holden, and Auburn locations, as needed.

Schedule: Monday through Friday, 8-hour shifts between the hours of 6:30 AM and 6:30 PM EST.

Primary Responsibilities:

• Performs all cross-functional duties of a Patient Service Specialist (PSSI, II and III) as required or directed
• Creates new provider templates and makes recurring edits to existing templates under the supervision of a supervisor or manager, adhering to departmental efficiency standards
• Processes personal in-basket and department pool encounters in Epic in a timely and appropriate manner. Monitors shared pools and delegates as needed to ensure completion and timely patient responses
• Assists manager/supervisor in assuring that assigned employees are provided with appropriate resources, materials, and methods
• Achieves and retains super-user status on current system software to best manage provider's appointment schedules. Provides training and support to all members of the site/department on the procedures and current software
• Identifies and corrects unsatisfactory conditions that may arise within the scope of the position and notifies the manager/supervisor or others of any discrepancies
• Generates and manages department-level reporting to ensure resolution (EFC Report, Co-pay collection rates, etc.)
• Participates in Patient Service Specialist interviews and maintains knowledge of behavioral interviewing techniques. Makes candidate selection in conjunction with supervisor/manager
• Builds staff schedules with a working knowledge of the needs of the practice and the allocation of resources to avoid disruptions in service in person or on the telephone
• Accesses call recording software. Can apply known service standards to a call using the Evaluation Application. Deliver effective feedback to PSS
• Relays work instruction from the manager/supervisor. Distributes and monitors the flow of work for an assigned group of employees
• Ensures smooth patient flow. Ensures area is covered to meet patient needs as required or directed. Provides recommendations to manager/supervisor for the most efficient utilization of assigned employees
• Provides manager/supervisor with input into performance evaluations, employee schedules, new hires, etc.
• Participates in a variety of special projects such as reviewing workflows, coverage, etc., as required or directed
• Serves as a role model for other staff members. Displays behaviors and attitudes consistent with ensuring the ideal patient experience
• 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

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 healthcare or health insurance setting
• 1+ years of experience with electronic health records
• 1+ years of experience working with metrics, such as phone queue statistics and co-pay collection rates

Preferred Qualifications:

• 4+ years of experience working in a healthcare or health insurance setting
• Experience with EPIC
• Ability to demonstrate leadership, task delegation, and work coordination of a team
• Ability to think critically and exercise sound judgment and manage multiple priorities and deadlines
• Excellent communication, customer service, interpersonal and organizational skills
• Willingness to learn and be an active member of a healthcare team

The salary range for this role is $19.86 to $38.85 per hour based on full-time employment. 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.

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