Optum is an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients. The Patient Service Representative will screen incoming patient inquiries, resolve issues related to patient satisfaction, and facilitate communication with patients and healthcare providers.
Responsibilities
- 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
- Resolves issues in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate
- Participates in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary
- Resolves patient issues and ensures satisfaction. May refer difficult or highly complex phone calls and issues to higher level staff
- 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- Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance
- Develops and maintains 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 basic data collection activities, ensuring data is properly collected and accurate (e.g. no show reports, telephone statistics)
- Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department
- Participates in special projects and ongoing programs unique to the department
Skills
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of customer service experience
- Electronic medical record (EMR) experience and/or aptitude to master the EMR based on other technology experience
- Experience booking, rescheduling, and canceling appointments; and verifying patient eligibility using digital scheduling platforms
- Proficient in Microsoft Outlook, Microsoft Teams, Microsoft Word, and Microsoft Excel for communication, scheduling coordination, reporting, and internal collaboration
- Ability to work full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday, 7:30 am to 4:00 pm; Monday - Thursday 8:00 am - 4:30 pm
- 1+ years of experience working in a clinical setting
- Working knowledge of patient related documents
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
Company Overview
- Optum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group. It was founded in 2011, and is headquartered in Eden Prairie, Minnesota, USA, with a workforce of 10001+ employees. Its website is https://www.optum.com/.
Company H1B Sponsorship
- Optum has a track record of offering H1B sponsorships, with 648 in 2025, 559 in 2024, 620 in 2023, 851 in 2022, 593 in 2021, 438 in 2020. Please note that this does not guarantee sponsorship for this specific role.