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.
Under general supervision of the Supervisor or Regional Manager of Central Check-In Operations, the Patient Check-In Representative professionally greets and performs any necessary health screening for all patients entering the practice for medical appointments. Verifies patient demographics and insurance information, making any necessary changes in the Practice Management System. May obtain and enter appropriate referral information. Ensures all patients have completed and signed all forms as needed. Completes appointment check-in to inform clinical unit of patient's arrival. Collects expected payments for visit and outstanding balances.
Primary Responsibilities
- Completes check-in process including general health screening procedures to notify clinical unit patients who have arrived and directs patients according to service line customer service standards
- Identify patients with incomplete registrations and may update info; calls Central Registration Office or scans insurance card as needed for follow up by Central Registration
- Ensure patients are registered with the correct accounts. Verifies and updates demographic and insurance information. Ensure all patients have completed and signed registration, NPP non-covered services waiver forms and any other applicable forms as required for compliance or billing purposes
- Utilizes health plan or vendor specific web sites to verify insurance eligibility
- Identifies patients with workers' compensation and motor vehicle accident-related injuries. May create a shell account and refer these patients to Medical Billing (ILR Team) for completion of registration
- Review completed documentation for workers' compensation and motor vehicle related injuries and scans of information into medical records
- Ensure patients have appropriate referrals and signed waivers if necessary. May enter referral information into Epic system
- Collects payments, co-payments, and past due balances and posts payments to appropriate account and date of service
- Completes end of day cash processing reconciliation by balancing daily deposit with Resolute user batch, completes all cash related forms and makes daily deposit at drop safe. Adheres to all established cash receipts policies and procedures
- Will perform daily business office cashier functions assigned for business needs including:
- Receives funds from users in practice areas. Counts money to verify cash receipts
- Research and resolves problems with transactions and balances. Reconciles daily practice collections to the Daily Collection Repost (DCR)
- Prepares daily bank deposits for the practice and transports the deposit to the Garda drop safe with either security or building services escort
- Balances cash and receipts. Prepares and provides cash receipts with required reconciliation and tally documents. Maintains ongoing daily and monthly area statistics. Reports and documents may include user batch report and a copy of the DCR
- Runs and/or reviews end of day reports and identify any variances. Follows up with user for corrections. Tracks errors and losses to ensure accuracy and identify fraudulent activity or theft. Communicate with area supervisors or end users when expected collections are not received or whenever an error is discovered. Interacts with cash receipt departments to resolve any discrepancies or answer questions related to the DCR or cash processes
- Posts payments (e.g. petty cash checks). Researches any discrepancies between posted balances and deposits (e.g. bank discrepancy/variances). Adjusts into Epic's Resolute as needed. Works with Billing Operation staff to resolve Resolute posting errors
- Ensures change is available daily for department users. Prepares daily change banks for department users. Separates banks from daily deposit to ensure bank's availability for next day's collection and performs periodic confirmation counts on department cash change backs. Places coin orders as needed through Bank of America to ensure availability of change on site
- Provides regular feedback and individual training to site staff regarding cash handling and end-of-day deposit procedures
- Maintains and routinely updates the required cash handling forms. Keeps adequate supplies of such forms for all departments. Orders, maintains and distributes supplies including: all collections and bank deposit forms; imprinted deposit slips; bank deposit bags; and all other supply items related to the practice collections and bank deposit system
- May review, research and correct information as needed for work business reports or work queue including but not limited to incoming referral work queue, missing coverage reports, and outstanding balance reports after 90 days in role
- May provide information to patients as requested, order ambulance and/or coordinate transportation when needed, perform overhead pages for Rapid Response, arrange for Interpreter Services and provide site phone coverage as necessary
- Performs other duties as assigned
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
- 1+ years of administrative experience in a business setting with direct patient or customer service delivery
- Beginner level of computer proficiency
Preferred Qualifications
- Experience in a healthcare setting
- Working knowledge of check-in or registration procedures
- Experience with self-pay collections in a healthcare environment
- Working experience with cash handling and end of day balancing procedures
Soft Skills
- Demonstrated customer service and recovery skills, strong verbal, written and telephone communication skills
- Attention to detail, demonstrated multi-tasking skill
- Demonstrated working under time pressure, juggling multiple priorities, managing deadlines
- Teamwork, flexibility, reliability, adaptability, able to be flexible with work schedule
- Strong computer skills (keyboarding, data entry and moving quickly between multiple application systems, proficiency in email
- Working knowledge of medical office check-in function including health plan coverage and referrals, authorizations, patient balance terminology (deductible, co-pay, co-insurance)
- EMR proficiency
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 $16.00 to $29.00 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.
OptumCare 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.
OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.