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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.   

The Patient Services Representative greets and registers patients in a prompt, pleasant and helpful manner, as well as instructs, directs, and schedules patients and visitors.  The Patient Services Representative receives payments from patients, issues receipts and posts payment data.

Schedule: Office is open seven days a week, 365 days per year. This role would consist of a 37.5-hour work week, five 8-hour shifts between the hours of 11:30 am to close (approximately 9:00 pm). The schedule will be determined by the manager upon hire. Rotating weekends and holidays

Location: 155 Crystal Run Road, Middletown, NY 10941

Primary Responsibilities:

• Adheres to standards of professionalism set by the Practice.

• Always maintains professional appearance by adhering to dress code and wearing identification badge.

• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff.

• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members.

• Functions as a member of a team committed to quality patient care.

• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice.

• Attends and participates in mandatory quarterly staff meetings / huddles.

• Completes Mandatory Education timely and consistently.

• Attends and participates in training, review classes and projects as assigned.

• Handles difficult situations and people with tact, professionalism and H.E.A.R.T.

• Accurately documents patient complaints and concerns, ensuring the patient feels heard and supported. Appropriately escalates issues to the designated personnel for timely resolution.

• Demonstrates good judgment in escalating difficult situations and people to Management personnel.

• Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with the policy.

• Promotes a positive work attitude fostering teamwork and acceptance of management decisions.

• Supports on-site training initiative for new Patient Services employees.

• Assists co-workers whenever possible, to achieve office goals and patient satisfaction.

• Works independently, takes initiative in completing assignments and does so without reminder.

• Completes all miscellaneous work assigned by Director, Assistant Director, Manager, Supervisor, Team Leader or Physician accurately and in a timely manner.

• Opens office as needed; turns on copiers, terminals and printers, and updates computer for current day's session.

• Communicates with clinical staff to keep patient informed of appointment status.

• Verifies insurance eligibility and coverage by phone, independent website, RTE or EPIC at time of service.

• Verifies patient demographic and insurance information at time of visit. Assures all demographic and insurance information is accurate, complete and up to date in the patient's chart. Scans current insurance card and photo identification into system.

• Provides, explains and reviews for accurate completion, all Registration forms, consent forms and obtains signatures as required.

• Provides and explains the Authorization to Release Health Information to