Patient Support Specialist - Remote in Brewer, ME
Company: UnitedHealth Group
Location: Newport
Posted on: May 29, 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 , Newport, Northeast
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