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New Patient Registration Specialist - 2227363

Dovetail Health

Dovetail Health

Worcester, MA, USA
Posted on Friday, May 24, 2024

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The New Patient Registration Specialist performs a variety of duties for the registration of new and existing patients for both primary care and specialty care. Addresses all inquiries from potential new patients through various channels. Maintains the accuracy of patient demographics and specializes in insurance verification. Provides detailed communication to patients regarding the multiple benefits offered at Reliant Medical Group. Supports site staff with registration and insurance inquiries. Provides outstanding customer service.

Hours: Monday through Friday 9 AM to 5.30 PM

The following responsibilities pertain to both new patients in all of our 11 primary care sites as well as new patients in all of our 23 specialties.

Primary Responsibilities:

  • Specially trained in customer service and initial chart creation to ensure accuracy and a positive financial impact. This includes but is not limited to validating patient demographics, guarantor and subscriber demographics, insurance, PCP, email, social security, and other relevant information within the computerized system to ensure it is complete, accurate, and insurance is active
  • Knowledge with insurance verification programs such as One Source as well as multiple insurance verification websites to confirm eligibility
    Maintains knowledge of company-wide providers, including their gender, location, years of service, care team models, specialties, etc., assisting patients with choosing a provider that best fits their medical needs
  • Completes data entry in New Patient Registration database to provide monthly reporting that provides clinical operations and marketing multiple transactions such as but not limited to new registration and transfer completions, along with additional data such as patient preference for provider and location
  • Handles a large volume of inbound calls, following communication scripts and organizational knowledge to best meet patient needs
  • Performs patient outreach phone calls for multiple work queues to ensure data integrity and to maximize reimbursement. This includes but is not limited to PCP insurance updates, Medical Records, pediatric patients aging into adults, obstetrics pediatrician requests, and specialty/ReadyMed PCP requests
  • Supports and promotes clinical operations VPC Virtual Primary Care Program to patients that qualify to receive care virtually
  • Handle patient exception requests through staff messages with physicians
  • Outreach to patients relevant to PCP requests conducted via mail and voicemail
  • Books a variety of patient appointments, such as new patient physicals, new patient visits, etc., using EPIC scheduling system
  • Generates initial welcome mailing for new patients
  • Updates appointment notes for self-pay services as a means to communicate with the supported departments the patient’s awareness of financial responsibility
  • Communicate the importance and provide release of information requests in order to obtain past patient medical records in a timely manner
  • Promotes and manages up organization benefits such as our online portal (MyChart), ReadyMed urgent care locations, virtual care, geriatric primary care, and the APCC Advanced Practitioner Clinician Collaborative program
  • Assist with departing provider process, review departing provider patient panel list to find any discrepancies. Adds transition letter documentation to each patient chart
  • Provides support to patients and site staff in resolving complex registration and eligibility issues
  • Acts as a liaison with payors and patients regarding open/closed provider panels
  • Supports the Medicare Patient Helpline, providing high-level education to patients on Medicare and Medicare Advantage plans
  • Identifies and communicates ideas for process and/or flow improvements to management
  • Complies with health and safety requirements, established departmental policies, procedures, and objectives
  • Enhances professional growth and development through educational programs, seminars, etc
  • Attends a variety of meetings, conferences, and seminars as required or directed

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)
  • 3+ years of customer service, call center, and/or insurance knowledge experience

Preferred Qualifications:

  • Insurance registration experience and knowledge of medical terminology preferred
  • Demonstrated knowledge of a variety of computer and software products (i.e., Microsoft Office, etc.)
  • Excellent interpersonal, communication and organizational skills
  • Excellent customer service and data entry skills

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.

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