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Job Details

UnitedHealth Group

Patient Services Representative II, Founders Call Pod - Everett, WA


Patient Safety


Everett, 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 is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

Positions in this function is responsible for providing patient-oriented service in a clinical or front office setting; performs a variety of clerical and administrative duties related to the delivery of patient care, including greeting and checking in patients, answering phones, collecting patient co-pays and insurance payments, processing paperwork, and performing other front office duties as required in a fast-paced, customer-oriented clinical environment. May work on an on-call basis to cover for absences on the weekend.

Primary Responsibilities: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

  • Certified team members will participate in providing coverage across skill areas as needed.
  • Basic Skill Certification: (Required for all positions) – Expected within 3 months of start date
    • Insurance Coverages - Builds and Verifications
    • Registration - New patient creates, guarantor account creates, demographics verified
    • Epic Skills - Telephone encounters, MyChart activations, Patient WQs, Entering external referrals
  • Skill Competency Certification Groupings: Scheduling I, Scheduling II (2 points), Check-In, Referral & Prior Auth, Resolution Expert. Suggested to achieve one skill within 3 months of start date, Required to achieve one skill within 6 months of start date:
    • “Scheduling Groups” are as follows: Resource Center, Call Pod 1, Call Pod 2, Call Pod 3. If the PSR works outside of these areas taking calls, such as General Surgery, their regular scheduling departments will be considered as one scheduling group.
  • Scheduling I
    • Basic Skills Certification
    • Use UCB/ACD phone systems for scheduling in 1 scheduling group
    • Schedules appointments using multiple systems
    • Knowledge of all satellites and their locations
    • Advises patients of their responsibilities regarding insurance and referral information
  • Scheduling II (supersedes Scheduling I) – Counts as two skill competencies.
    • Basic Skills Certification
    • Use UCB/ACD phone systems for scheduling in 2 or more scheduling groups
    • Schedules appointments using multiple systems
    • Knowledge of all satellites and their locations
    • Advises patients of their responsibilities regarding insurance and referral information
  • Check-In
    • Basic Skills Certification
    • Greets patients arriving for appointments in a prompt and friendly manner
    • Check-In of patients in Epic system
    • Collects and posts co-pays/payments to patient accounts
    • Balance cash drawer at end of shift
    • Assist walk-in patients appropriately, including scheduling of follow-up appointments
  • Referral & Prior Auth
    • Basic Skills Certification
    • Process referral WQs within 48 hours of entry and reoccurring contacts as outlined in referral standard work
    • Maintain a working knowledge of the variations of scheduling options for specialty services
    • Accurate and timely scheduling of specialty appointments
    • Utilize patient wait lists to fill spaces on schedules
    • Coordinates the authorization process per health plan requirements and ensures appointed services are authorized where needed
  • Resolution Expert
    • Basic Skill certification
    • Certified Preceptor
    • Annual clinical rotation
    • Call resolution skills
    • Expert at insurance plan identification
    • Account balance inquiry assistance, including annual refresher with Business Services
  • Lead Responsibilities
    • Coordinates Daily Management for work teams including 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.

Duties listed below are integrated into all job functions:

  • All staff members are to promote a positive and productive work environment by acting maturely and responsibly, satisfactorily performing his or her job responsibilities and conducting themselves in a professional, courteous and respectful manner toward fellow employees, physicians and patients
  • Must relate to other people beyond giving and receiving instructions: (a) get along with co-workers or peers without exhibiting behavioral extreme; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond openly and appropriately to feedback regarding performance from a supervisor
  • Performs all duties in a manner which promotes and supports the Core Values and Compact of The Everett Clinic
  • Integrates Lean principles, practices and tools to improve operational efficiency, reduce costs and increase customer satisfaction
  • Frequently must follow written and oral instructions as well as complete routine tasks independently
  • Completes annual compliance training on HIPAA/Privacy/Confidentiality/Non-Discrimination/Harassment/Integrity Statement and signs Agreements
  • Ensures confidentiality of patient information following HIPAA guidelines and TEC policies
  • Attends training to meet requirements of the job position and as needed or mandated by TEC policies, Div. of Occupational Safety & Health (DOSH), OSHA, L&I and other state/federal regulations
  • Has regular and predictable attendance

Non-essential Duties and Responsibilities:

  • 2% Performs other duties as assigned

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 or equivalent
  • 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:

  • Customer service or billing experience
  • Certification in basic job category and one skill competency category expected after 6 months of job placement (including training, audit and certification). CPC (Certified Professional Coder) Certification
  • Knowledge, Skills & Abilities: Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.
    • Working knowledge of CPT & Diagnosis Coding, Medical Terminology, and basic Anatomy
  • Excellent interpersonal and team skills. Good Computer skills, minimum typing skill of 40 wpm
  • Must have ability to work effectively to meet deadlines and assist others to do the same
  • Be competent in written and verbal communication
  • Have the demonstrated ability to work effectively with staff, patients, community, and external agencies

Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job.

Physical Demands:

  • While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

Mental Demands:

  • While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex office administrative problems; may use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with managers, staff, customers, patients, the public and others encountered in the course of work, some of whom may be dissatisfied or abusive individuals.

Typical Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Typical office conditions and noise level is usually quiet. Interaction with others is busy, constant and occasionally interruptive. Work may be demanding at times. May require ability to work irregular hours.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 by law.

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