Part Time Patient Service Representative II

About the role

This position is Remote in Boston, MA. If you are located within commutable distance to the office at 1177 Boston Providence, Norwood, you will have the flexibility to work remotely* as you take on some tough challenges. 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. Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative II plays an integral role as a member of the patients care team by screening all incoming calls and/or myhealth messages and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. As a level II representative, utilizes advanced skill set to perform all duties of the Patient Service Representative I, consistently meets all performance expectations set forth by the service line and serves as resource and mentor for other Patient Service Representatives. Manages more complex work including support to multiple regions, specialties and/or service lines Must have clear verbal and written communication skills to ensure the patient and team members understand next steps. This position is part time (24 hours / week). Employees are required to have flexibility to work any of our 8-hour shifts are available between 6:00 AM and 9:00 PM EST, seven days a week. The role totals 24 hours per week, worked over three days. Specific days will be discussed, but at least one weekend shift is required. We offer 4 - 12 weeks of paid training. The hours during training will be 8:00 am to 4:30 pm, Monday - Friday (3 days a week). Training will be conducted virtually from your home. Must have the ability to come onsite during first week of training to pick up equipment and first day onsite (if external). Primary Responsibilities: Supports a high volume of calls typically for multiple regions, departments and/or service lines adhering to department productivity standards set forth by service line(s) May support additional patient inquiries such as myhealth Medical Advice messages requiring a higher level of critical thinking and evaluation to determine next steps in accordance with service line (s) standard work 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 Supports, mentors and trains Patient Service Level I staff 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 May represent department on groups and teams related to process improvement opportunities Assists with data collection activities and provide appropriate follow up for statistical reports or required studies, ensuring data is properly collected and accurate (e.g. service observations, telephone statistics) Screens all incoming patient inquires (through phone, or myhealth) 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. This includes chart review to identify previous activity that may have occurred related to the call Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supports the needs of our patients Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes Documents details of each call in the patients' electronic medical record using both service line documentation tools as well in addition to free text when appropriate to

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