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Patient Support Specialist - Remote in Brewer, ME

Company: UnitedHealth Group
Location: East Orland
Posted on: May 28, 2023

Job Description:

If you are located within 50-mile radius from office location in Brewer, Maine, you will have the flexibility to telecommute (work from home) as you take on some tough challenges.

Opportunities at Northern Light Health, in strategic partnership with Optum. Whether you are looking for a role in a clinical setting or supporting those who provide care, we have opportunities for you to make a difference in the lives of those we serve. As a statewide health care system in Maine, we work to personalize and streamline health care for our communities. If the place for you is at a large medical center, a rural community practice or home care, you will find it here. Join our compassionate culture, enjoy meaningful benefits and discover the meaning behind: Caring. Connecting. Growing together.

This position is part of the Patient Financial Services Patient Support Team and is responsible for functions related to post-service patient balances. The critical tasks of this position include receiving calls from patients through a call center to assist the patient with payment options (payment plan, insurance coverage, financial assistance), answering billing-related questions, and researching non-clinical patient complaints.

This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:00am - 4:30pm. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at Cianchette Bldg., 43 Whiting Hill Rd., Brewer, Maine 04412.

We offer 8-12 weeks of paid training (onsite then remote).

All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:

  • Business Operations - Engages in various operational responsibilities to support department and organization.
  • Communication - Communicate effectively in both oral and written form, as appropriate for the needs of the audience. Assist departments with questions.
  • Compliance - Maintains current knowledge of organization's policies and procedures. Adheres to governmental and industry specific regulations/laws. Maintains appropriate related documentation.
  • Confidentiality - Maintains and safeguards confidentiality of information, including patient, personnel, and organizational data/records.
  • Customer Service - Provides excellent service with focus on patient and/or customer experience and ensures all functions related to customer service supports the department, member organization, and patient related goals.
  • Ethics - Adheres to a set of moral principles with an understanding of philosophical thought.
  • Goal Management - Identifies, pursues, and achieves previously established personal, team, and organizational goals.
  • Infection Control - Follows established procedures and standards to limit the spread of infection.
  • Meeting Attendance - Attends and participates in meetings.
  • Organizational Improvement - Works towards established performance indicators consistently.
  • Patient Account Management - Facilitates all functions related to patient accounts, including payment variance, billing, resolving balances, etc.
  • Personal and Career - Attends education sessions, workshops, and other continuing education opportunities to enhance or gain new skills.
  • Productivity - Meets established productivity benchmarks.
  • Provide Coverage - Provides coverage for peers, subordinates, and leadership on an as needed basis.
  • Pursuing Department - Maintains thorough understanding of department's key performance indicators and strives to achieve them.
  • Quality Assurance - Performs tasks according to established guidelines to ensure quality goals and standards are met.
  • Teamwork - Work with members of the team or department in an effective and efficient manner.
  • Teamwork and Knowledge - Shares knowledge and serves as resource in a team environment.
  • Other Duties - Performs other duties as assigned or required.
  • Staff Safety - Maintains a safe environment complying with NLH policies and procedures; reports and directly addresses environmental hazards and violations of patient safety policy and/or protocol when involved or observed. Essential Functions:
    • Actively participate in team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements. 10%
    • Work closely by way of problem solving with peers and leaders to address patient balance issues or changes that directly impact the accounts receivable. 10%
    • Resolve assigned accounts in a timely and accurate manner, which maximizes reimbursement in compliance with the department's policy and procedures. 10%
    • Take necessary AR adjustments in accordance with the department's adjustment policy. 10%
    • Meet or exceed the Northern Light Health performance standards as it relates to quality and productivity. 10%
    • Accurately schedule patient payment plans in accordance with internal policy guidelines. 10%
    • Advocate for patients regarding complaints or billing issues within the established policies and procedures of the department. 10%
    • Thoroughly understand the department's key performance indicators. 10%
    • Maintain the knowledge of collection protocols, payer, regulatory policies, and laws. 10%
    • Other Duties 10% Competencies:
      • Achieves Results - Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
      • Effectively Communicates - Listens, speaks, and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
      • Serves Others - Strives to understand, meet, and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances, and coalitions within and outside the organization and leverages them to obtain information, support, and promote cooperation and collaboration.
      • Behaves with Integrity and Builds Trust - Acts consistently in line with the core values, commitments, and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
      • Cultivates Respect - Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment, and cooperation.
      • Fosters Accountability - Creates and participates in a work environment where people hold themselves and others accountable for processes, results, and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
      • Practices Compassion - Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others. 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 higher)
        • Proficient with Microsoft business applications.
        • Ability to understand payer processing guidelines as well as state laws and regulations to facilitate decision making
        • Full COVID-19 and Flu vaccination are an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Preferred Qualifications:
          • Associate's Degree (or higher)
          • 1+ years of healthcare customer service experience Telecommuting Requirements:
            • Reside within 50-mile radius from office location in Brewer, Maine
            • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
            • Ability to keep all company sensitive documents secure (if applicable)
            • 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:
              • Customer oriented.
              • Must possess strong problem-solving skills.
              • Proficient with Microsoft business applications.
              • Demonstrated ability to work independently and collaboratively. . click apply for full job details

Keywords: UnitedHealth Group, New England , Patient Support Specialist - Remote in Brewer, ME, Other , East Orland, Northeast

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