Optum · 2 hours ago
Patient Service Representative
Worcester, MA
Full-time
Onsite
Entry Level
$16/hr - $27.69/hr
1+ years expOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Patient Service Representative plays an integral role in assisting patients through management of incoming calls related to various appointment and medical care needs, providing extraordinary customer service and problem-solving skills.
EducationHealth CareMedicalPharmaceutical
Responsibilities
Supports a high volume of calls typically for a defined region/department with back up support to a sister region/department adhering to department productivity standards set forth by service line
Screens all incoming patient inquires (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call
Adheres to service line booking guideline ensuring safe and optimized clinic utilization that supports the needs of our patients
Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line including answers any corresponding questions. Understands all documents and processes
Documents details of each call in the patients' electronic medical record using both service line documentation tools as well as free text when appropriate to ensure coordination of care
Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance
Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor
Participates in resolving operational difficulties, communicating with supervisors regarding department issues/ problems and opportunities for improvement
Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department
Qualification
Required
High School Diploma/GED OR equivalent customer service experience in a clinical setting
Must be 18 years of age OR older
1+ years of customer service experience in a clinical setting
Electronic Medical Record (EMR) experience
Ability to work fulltime, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30am - 5:00pm. It may be necessary, given the business need, to work occasional overtime
Preferred
Experience in an Automatic Call Distribution (ACD) call center setting
EPIC experience
Benefits
Comprehensive benefits package
Incentive and recognition programs
Equity stock purchase
401k contribution
Company
Optum
Optum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group.
10001+ employees
H1B Sponsorship
Optum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (648)
2024 (559)
2023 (620)
2022 (851)
2021 (593)
2020 (438)
Funding
Current Stage
Late StageLeadership Team
Daniel Castillo
Chief Executive Officer, Optum Care Delivery
J
Jay Green
Chief Financial Officer
Recent News
2025-11-29
2025-11-19
2025-11-07
Company data provided by crunchbase