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Job Details

UnitedHealth Group

Lead Patient Services Representative II - Family Medicine, The Polyclinic -Northgate Plaza Seattle, WA - 2,000 Sign-On Bonus


Family Practice/Primary Care


Seattle, Washington, United States

**2,000 Sign-On Bonus for External Candidates**

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Lead Patient Services Representative functions as an integral member of the team to deliver exceptional customer service to our patients.  The Lead Patient Services Representative works alongside the clinical staff to ensure efficient patient service within the department.

Primary Responsibilities:

  • Optimistically greet customers into the practice and provide instruction and/or direction as necessary both on the phone and in person.
  • Schedule, reschedule and coordinate all patient appointments and adjunct tests per office protocol 
  • Register all patients into the Misys/Epic system according to the policies and procedures established by the Practice Management Dept. and CBO.
  • Collect, post and balance payments according to the policies and procedures established by the Practice Management and CBO Dept.
  • Accurately update and maintain all electronic medical records according to the policies and procedures established by the Practice Management Dept.
  • Accurately maintain provider’s master schedule and modify it according to established sources.
  • Order and maintain the inventory, and stock in the area according to the policies and procedures established by the Practice Management Dept. and Central Supply.
  • Answer phone calls courteously, collect and document detailed information and route phone calls appropriately based on office protocols
  • Efficiently provide basic office administrative support tasks such as mailing, faxing, sorting, typing, filing, etc.
  • Maintains and updates float guide for the provider
  • Maintain an organized and clean work area, free of clutter. 
  • Attend departmental and general staff meetings and contributes ideas and suggestions creatively
  • Prepare all chart documentation and records with accuracy as directed or necessary for the patient’s care.
  • Willingly float to other departments to accommodate Polyclinic needs
  • Meet or exceed the performance measures established by the Practice Management Dept.
  • Follow all established policy and procedures related to this position.
  • Participate and contribute in a team-based environment. 
  • Maintain a team supportive attendance record.
  • Understand and deliver quality customer service that is consistent with the Polyclinic’s efforts in becoming a High Performance Organization.
  • Follow OSHA/WISHA (including usage of PPE) guidelines
  • Follow HIPPA regulations to ensure confidentiality and security of pt’s health records and PHI
  • Adapt and perform effectively in a continuously changing environment, and in occasional difficult situations.
  • Communication, conduct and dress attire portrays a professional quality at all times.
  • Other duties as requested

Responsibilities (Lead PSR):

  • Coordinates Daily Management for work teams including staffing, visibility board updates, productivity stats, and level loading assigned tasks to demand
  • Oversees and directs daily work for work group/area; coordinates and provides training, audits, and assists in Standard Work updates. Is Basic Skills certified and assists teammates with certification goals. Is encouraged to reach Tier 2 certification.
  • Serves as a role model in meeting and exceeding stats, attendance, punctuality and professionalism. Is a leader and resource person within the department and is flexible with their work schedule, including working weekends as need arises. Subject matter expert in work skills for their group. 

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 (preferred) or equivalent experience
  • 1+ year of experience in a medical environment
  • Word processing, computer, photocopy and fax machine experience
  • Full COVID-19 vaccination is 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:

  • UCB/ACD Desktop phone system experience
  • A basic knowledge of medical terminology

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

**PLEASE NOTE** The sign on bonus is only available to external candidates.  Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or a related entity in a full time, part time, or per diem basis (“Internal Candidates”) are not eligible to receive a sign on bonus.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.