Patient Support Center Representative Lead - Remote in Seattle, WA

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 Patient Support Center Representative Lead functions as an integral member of the team to deliver exceptional customer service to our patients. The Lead Patient Services Representative works alongside the clinical staff to ensure efficient patient service within the department.

Work remotely and be able to come to site as needed. Polyclinic Surgical Specialty team assisting with daily schedules, huddles, feedback, auditing, daily escalations, training & answering incoming patient calls. Part of a 23-member team. Daily huddles via Teams.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 5pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 904 7th Ave Seattle, WA.

This will be on the job training and the hours during training will be 8am to 5pm PST, Monday - Friday.

If you reside in a commutable distance to 904 7th Ave Seattle, WA, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Optimistically greet customers into the practice and provide instruction and/or direction as necessary both on the phone and in person
• Schedule, reschedule and coordinate all patient appointments and adjunct tests per office protocol
• Register all patients into the Misys/Epic system according to the policies and procedures established by the Practice Management Dept. and CBO
• Collect, post and balance payments according to the policies and procedures established by the Practice Management and CBO Dept
• Accurately update and maintain all electronic medical records according to the policies and procedures established by the Practice Management Dept
• Accurately maintain provider's master schedule and modify it according to established sources
• Order and maintain the inventory, and stock in the area according to the policies and procedures established by the Practice Management Dept. and Central Supply
• Answer phone calls courteously, collect and document detailed information and route phone calls appropriately based on office protocols
• Efficiently provide basic office administrative support tasks such as mailing, faxing, sorting, typing, filing, etc.
• Maintains and updates float guide for the provider
• Maintain an organized and clean work area, free of clutter
• Attend departmental and general staff meetings and contributes ideas and suggestions creatively
• Prepare all chart documentation and records with accuracy as directed or necessary for the patient's care
• Willingly float to other departments to accommodate Polyclinic needs
• Meet or exceed the performance measures established by the Practice Management Dept
• Follow all established policy and procedures related to this position
• Participate and contribute in a team-based environment
• Maintain a team supportive attendance record
• Understand and deliver quality customer service that is consistent with the Polyclinic's efforts in becoming a High Performance Organization
• Follow OSHA/WISHA (including usage of PPE) guidelines
• Follow HIPPA regulations to ensure confidentiality and security of pt's health records and PHI
• Adapt and perform effectively in a continuously changing environment, and in occasional difficult situations
• Communication, conduct and dress attire portrays a professional quality at all times
• Other duties as requested

Responsibilities (Lead PSR):

• Coordinates Daily Management for work teams including staffing, visibility board updates, productivity stats, and level loading assigned tasks to demand
• Oversees and directs daily work for work group/area; coordinates and provides training, audits, and assists in Standard Work updates. Is Basic Skills certified and assists teammates with certification goals. Is encouraged to reach Tier 2 certification
• Serves as a role model in meeting and exceeding stats, attendance, punctuality and professionalism. Is a leader and resource person within the department and is flexible with their work schedule, including working weekends as need arises. Subject matter expert in work skills for their group

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 equivalent years of experience
• Must be 18 years of age or older
• 5+ years of customer service experience with phone scheduling in an office environment
• Ability using MS Office Applications including Microsoft Word, Outlook, Excel (view, sort, filter, format tables, formulas) and PowerPoint (Create, edit) and Teams
• Ability to come into office for Meetings as needed
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 5pm PST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Subject Matter Expert/Lead experience
• Healthcare experience
• Call center experience
• Experience with SharePoint
• Voice over IP experience
• Knowledge of medical terminology

Telecommuting Requirements:

• Reside within a commutable distance to 904 7th Ave Seattle, WA
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Able to demonstrate empathy
• Ability to coach and use various methods
• Excellent written and verbal communications skills
• Ability to de-escalate situations as needed
• Prioritization and organizational skills
• Ability to be flexible and multi-task
• Solution driven

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

The hourly 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.

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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