Patient Service Representative II

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. Under direct supervision, plays an expanded and advanced level role in the creation of superior access for patients. Duties include but are not limited to handling incoming patient inquires and assisting patients in the management of appointments/care. Through a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model, the Patient Service Representative plays an integral role in the support of our patients. As a level II representative, utilizes advanced skill set to perform all duties of the Patient Service Representative I and serves as resource and mentor for lower-level representatives. Handles the more complex issues arising through incoming calls. Provides extraordinary customer service and strong problem-solving skills to strengthen the patient/clinician relationship. Must have clear verbal and written communication skills to ensure improve patient access. Schedule: Monday - Friday, 8:30am - 5pm EST Location: If you are located within a commutable distance (~30 minutes) to an Atrius office that is nearest to you in MA or surrounding locations (RI or NH), you will enjoy the flexibility to telecommute* as you take on some tough challenges. Must be willing and able to pick up technology from an Atrius office after hire. Department: Orthopedics, Hand, & Podiatry (Call Center) Primary Responsibilities: Maintains a higher degree of technical expertise than Patient Services Representative I and serves as role model to Patient Services Representative I's. Able to problem-solve and serve as a resource to other Patient Services Representatives Screens all incoming patient inquires (through phone, online/medical record message, or other means) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members Courteous, friendly, problem solver with customer service, patient focused communication Acts as a role model for other support staff and demonstrates a high level of competency in Patient Service Representative responsibilities Proactively identifies issues and works to resolve them in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate Identifies and assists in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary. Demonstrates a high level of competency when handling difficult phone calls and dealing with complex issues Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients and answers any corresponding questions. Understands all documents and processes. Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance Develop and maintain effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies Reviews department appointment schedules to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the patients Assists with data collection activities and provide appropriate follow-up for statistical reports or required studies, ensuring