Lead Patient Service Specialist - Worcester, MA

Performs all cross-functional duties of a Patient Service Specialist (PSSI, II and III) as required or directed
Creates new provider templates and makes recurring edits to existing templates under the supervision of a supervisor or manager, adhering to departmental efficiency standards
Processes personal in-basket and department pool encounters in Epic in a timely and appropriate manner. Monitors shared pools and delegates as needed to ensure completion and timely patient responses
Assists manager/supervisor in assuring that assigned employees are provided with appropriate resources, materials, and methods
Achieves and retains super-user status on current system software to best manage provider's appointment schedules. Provides training and support to all members of the site/department on the procedures and current software
Identifies and corrects unsatisfactory conditions that may arise within the scope of the position and notifies the manager/supervisor or others of any discrepancies
Generates and manages department-level reporting to ensure resolution (EFC Report, Co-pay collection rates, etc.) -
Participates in Patient Service Specialist interviews and maintains knowledge of behavioral interviewing techniques. Makes candidate selection in conjunction with supervisor/manager
Builds staff schedules with a working knowledge of the needs of the practice and the allocation of resources to avoid disruptions in service in person or on the telephone
Accesses call recording software. Can apply known service standards to a call using the Evaluation Application. Deliver effective feedback to PSS
Relays work instruction from the manager/supervisor. Distributes and monitors the flow of work for an assigned group of employees
Ensures smooth patient flow. Ensures area is covered to meet patient needs as required or directed. Provides recommendations to manager/supervisor for the most efficient utilization of assigned employees
Provides manager/supervisor with input into performance evaluations, employee schedules, new hires, etc.
Participates in a variety of special projects such as reviewing workflows, coverage, etc., as required or directed
Serves as a role model for other staff members. Displays behaviors and attitudes consistent with ensuring the ideal patient experience
Floats to different sites as required or directed
Complies with health and safety requirements and with regulatory agencies such as DPH, etc. -
Complies with established departmental policies, procedures, and objectives
Participates in learning opportunities provided through the learning management system -
Participates in departmental meetings and huddles as directed by department leadership -
Regular, reliable, and predictable attendance is required
Performs other similar and related duties 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)
2+ years of experience working in a healthcare or health insurance setting
1+ years of experience with electronic health records
1+ years of experience working with metrics, such as phone queue statistics and co-pay collection rates
1+ years of supervisory experience or experience as a senior staff member, team leader, or Patient Service Specialist III

Preferred Qualifications:

4+ years of experience working in a healthcare or health insurance setting
Experience with EPIC
Ability to demonstrate leadership, task delegation and work coordination of a team
Ability to think critically and exercise sound judgment and manage multiple priorities and deadlines
Excellent communication, customer service, interpersonal and organizational skills
Willingness to learn and be an active member of a healthcare team

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**PLEASE NOTE** The sign-on bonus is only available to external candidates. - Candidates who are currently working for 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. -
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The salary range for this role is $19.86 -to $38.85 -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. -
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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.
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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.
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UnitedHealth Group -is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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#RPO #RED

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