Patient Services Representative 2

Opportunities at Change Healthcare, part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.

Position must be full time onsite in Queensbury, NY office

Education/Experience:

• High School Diploma or equivalent
• 2-3 years of additional schooling/related call center work experience; including 1 year of Insurance A/R Follow Up preferred
• Intermediate working knowledge of MS Excel, MS Word and MS Outlook
• Strong customer service experience

Qualifications:

• Computer/data entry skills required
• System knowledge preferred
• Must be proficient with computers and attentive to detail
• Possess analytical and problem solving skills
• Strong written and oral communication skills
• Experience working with various insurance policies and procedures related to claim adjudication and payment processe; preferred, but not required
• Can utilize resources to complete tasks and orchestrate multiple activities at once to accomplish goals(talk/type while on phone with patients)
• Ability to problem solve in a timely manner with efficient resolutions
• Represents the office/Organization in a positive manner; supports and encourages strong morale and spirit in his/her team
• Works well with others
• Must maintain patient/client confidentiality
• Employee is regularly required to sit, use hands to finger, handle, or feel objects, tools, or controls and talk or hear. Employee must occasionally lift and/or move up to 25 pounds

Essential Functions:

Responsibilities include but are not limited to:

• Ability to work in a high-volume call center environment
• Ability to multi-task and utilize multiple system components within a single call
• Strong ability to talk/type to minimize talk time
• Completes and processes necessary paperwork as assigned (i.e., Financial Assistance, PHI disclosures, etc.…)
• Works collaboratively with peers and senior management
• Works directly with Client to resolve escalated issues
• Collaborates with team leadership to identify and report patient call trends
• Immediately identifies and communicates escalated issues related to incoming volumes and makes adjustments to coverage accordingly
• Completes/Resolves CRMs and/or AIFs within expected time frames

Essential Functions: (continued)

• May participate in monthly QA discussions and training with staff
• May assists with on-the-floor questions during live calls with patients to team members
• May assist in completing required responses to client inquiries, call back volumes, messages within 1 business day and MyChart inquiries to be responded within 2 business days of receipt

Measurement of Success:

• Maintains quality scores of 96% or higher
• Maintains production scores of 85% or higher with expected goal of 100%
• Maintains utilization scores of 98% or higher
• Maintain phone stats not to exceed 45 second ASA and no more than a 5% abandon rate
• Maintain AUX time at or below 1.5 hours per day
• Does not exceed 1 business day to client emails/requests, call backs and/or patient messages
• Does not exceed 2 business days for MyChart responses

Working Conditions/Physical Requirements: Please see Job Posting Guidelines for more information.
• General office demands

Unique Benefits*:
• Flexible work environments
• Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets
• Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
• Employee wellbeing programs and generous health plans
• Educational assistance programs
• US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
• Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
• Learn more at https://careers.changehealthcare.com
*Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.

Diversity, Equity & Inclusion:

•At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.
•Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at https://careers.changehealthcare.com/diversity

Feeling Inspired? Ready to #MakeAChange? Apply today!

COVID Vaccination Requirements

We remain committed to doing our part to ensure the health, safety and well-being of our team members and our communities. As such, some individuals may be required to disclose COVID-19 vaccination status prior to or during employment. Certain roles may require COVID-19 vaccination and/or testing as a condition of employment. Change Healthcare adheres to 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.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information,  national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

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