Patient Financial Service Representative

This position follows a hybrid schedule with (2) days in-office days per week. Our office is located at 385 GROVE STREET, Worcester, MA.

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

This role delivers patient financial and registration support by professionally handling inquiries, processing receivables, resolving account and insurance issues, and posting payments accurately. Responsibilities include educating patients on coverage and payment options, coordinating collections and bad debt activities, maintaining accurate records, and collaborating with providers and internal teams. The position emphasizes strong customer service, regulatory compliance, timely follow-up, and reliable attendance.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 4:30pm. It may be necessary, given the business need, to work occasional overtime.  

We offer 8-12 weeks of paid training. The training will be during normal business hours, Monday - Friday.  Training will be conducted onsite.

Primary Responsibilities:

• Responds to patient/responsible party via telephone, in person and written contacts in a professional manner and according to Revenue Operations guideline. Processes patient receivables, and special requests in accordance with office policy and procedures
• Responsible for coordinating and processing registration reports and issues
• Processes incoming telephone calls, correspondence, visiting patients, responsible parties and guarantors in a timely and professional manner
• Follows up on all requests in a timely and courteous manner
• Counsels patients/responsible parties on third party insurance issues, charges and self-pay balances. Educates patients on insurance coverage and payment alternatives, including budgets and courtesy programs. Researches and resolves all issues
• Resoles duplicate record issues. Processes registration audit trail and other reports as required or directed. Completes new patient registrations for affiliate practices and services provided at remote locations. Assists with monitoring all electronic medical record registration interfaces
• Assists in processing accounts eligible for bad debt and collection agency submission
• Coordinates issues with providers and collection agencies in a professional manner
• Accurately posts self pay type payments according to standard procedures. Resolves refund and credit balance issues
• Makes outgoing collection and inquiry telephone calls to patients/ responsible parties as directed
• Processes estate, legal, budget, free care and other financial classes as directed
• Fosters excellent quality customer service standards in daily operations
• Communicates and interfaces with providers, staff, patients, family members and others to ensure high-quality patient care
• Corrects unsatisfactory conditions that may arise or notifies manager or others of any discrepancies
• Complies with health and safety requirements and with regulatory agencies such as DPH, etc.
• Complies with established departmental policies, procedures, and objectives
• Participates in performance improvement initiatives as required
• Attends a variety of meetings, conferences, and seminars as required or directed
• Enhances professional growth and development through educational programs, seminars, etc.
• Complies with all health and safety regulations and requirements
• Performs other similar and related duties as required or directed
• Regular, reliable and predicable attendance is required

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
• Must be 18 years of age OR older
• 1+ years of customer service experience (call center, medical, or office admin)
• 1+ years of experience in Healthcare
• Proficient with Microsoft programs
• General knowledge of Medical Terminology
• Must be able to come onsite for training for 8-12 weeks
• Ability to work full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 4:30pm. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Medical billing experience

Telecommuting Requirements:

• Reside within commutable distance to the office at 385 GROVE STREET, Worcester, MA
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.98 - $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

#RPO