Patient Services Team Leader - Middletown, NY

Opportunities with Crystal Run Healthcare, part of the Optum family of businesses. Advance your career in a dynamic health care setting. Our commitment to coordinated care and technology-driven practices not only elevate patient care but also provides our team with a supportive work environment. With a growing network The Patient Services Team Leader is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals.

The Patient Services Team Leader greets and registers patients in a prompt, pleasant and helpful manner, as well as instructs, directs, and schedules patients and visitors Patient Services Team Leader receives payments from patients, issues receipts and posts payment data.

Schedule: Office is open seven days a week. This role would consist of a 37.5-hour work week, Monday through Friday, from 10:00 am to 6:00 pm. (may work until 8:00 pm to cover any call outs and occasional holidays and weekends for coverage purposes) The schedule will be determined by the supervisor upon hire.

Location: 155 Crystal Run Road, Middletown, NY 10941

Primary Responsibilities:

• Adheres to standards of professionalism set by the Practice
• Always maintains professional appearance by adhering to dress code and wearing identification badge
• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff
• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, practice and staff members
• Functions as a member of a team committed to quality patient care
• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice
• Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it
• Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings
• Facilitates department meetings or reads minutes
• Provides and administers training for Quarterly Patient Services staff meetings
• Completes Mandatory Education annually
• Handles difficult situations and people with tact, professionalism and H.E.A.R.T
• Demonstrates good judgment in escalating difficult situations and people to Management personnel
• Demonstrates flexibility in scheduling and or traveling to meet patient and office needs
• May be required to assist with coverage during time of staffing shortages and may occasionally require travel
• May be required to travel to newly integrated sites to provide training and support
• Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with CRHC policy
• Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions
• Assists staff whenever possible, to achieve office goals / patient satisfaction
• Works independently, takes initiative in completing assignments and does so without reminder
• Develops and maintains employee work schedules; reviews physician schedules to evaluate for adequate staffing. Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan
• Completes any and all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by leadership in a timely fashion
• Maintains supply inventories and equipment necessary for the effective performance of the department/location
• Maintains a neat, organized, orderly environment in the reception and waiting room areas, i.e. magazines physician business cards, brochures, signage, etc
• Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPM and GTS. The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures
• Assists with training and implementing new software systems, i.e. Phreesia, Sprq, Epic, GTS, etc
• Monitors all Patient Services staff compliance through daily audits of encounters, fee tickets, Significant Events, reports and on-site departmental observation audits to insure quality, accuracy, and compliance with registration and billing requirements
• Identifies staff that are in need of retraining and provides additional education and support
• Implements supplemental training sessions as needed
• Provide feedback and competencies to direct Supervisor, as it relates to policies and procedures for staff Performance Evaluation purposes
• Works with Patient Services Trainers and the Manager of Patient Services to communicate policy and procedure to Patient Services staff and identifies opportunities for training to insure quality, accuracy, and compliance with all policies and procedures
• Organizes coverage for attendance of Patient Services personnel during training sessions
• Responsible for weekend On Call Coverage
• Actively demonstrates good oral and written communication skills with both internal and external customers
• Implement and support the LEAN processes i.e. Standard work, Huddles, etc
• Works with a sense of urgency
• Oversees and performs (when and or/if necessary) all essential task skills of the Patient Services Representative and Patient Services Team Leader

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

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)
• 1+ years of experience working in a medical front office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• Intermediate level of computer proficiency (including being able to work on multiple web sites using multiple web browsers with dual monitors at the same time)
• Ability to travel to other offices if needed for coverage

Preferred Qualifications:

• 1+ years of supervisory or managerial experience
• Experience working with an electronic health record
• Experience working with scheduling programs
• Knowledge and ability to learn and apply job functions, and minimal medical terminology knowledge

Soft Skills:

• Ability to work independently and as a team, and maintain good judgment and accountability
• Ability to multi-task and prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• Demonstrated ability to work well with health care providers
• Strong organizational and time management skills
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

The salary range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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

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