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UnitedHealth Group Patient Services Representative - Emergency Room (Per Diem) - Latrobe, PA in Latrobe, Pennsylvania

Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life’s best work.SM

What makes this a special challenge? For one, we want to create a quality experience for every person we serve. So the bar is high for accuracy, communications style and effectiveness. Also, you’ll need to be researching and resolving problems before, during and after calls within a high volume, demanding environment.

The Patient ServiceRepresentative - ER (Per Diem) is responsible for coordinating and maintaining a positive customer experience while performing pre-registration, registration, scheduling, and business office functions. Must possess excellent customer service skills. Be able to interact in a friendly, professional manner with a wide range of patients, operations staff, physicians, and other departments within the Excela Health system. Attention to detail and the ability to work well under pressure is essential. Also must be able to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.

Primary Responsibilities:

  • Regular, consistent, on-site, andtimely attendance.

  • Schedules patient appointments fordesignated departments

  • Schedules appointments utilizing scheduling software tools.

  • Provides testing instructions to assure smooth services

  • Secures authorization and referral if applicable.

  • Customer Focus. Assesses customers'needs and considers customer in all decision-making processes to ensure apositive customer experience.

  • Greets the customer in a polite andprofessional manner whether face-to-face or on the phone, determines needs andresponds appropriately and courteously.

  • Responds to customer issues(intra-departmental, inter-departmental, and public) timely and to thesatisfaction of the customer.

  • Identifies and performs appropriateaction in situations where it is necessary to obtain appropriate documentationfor proper advancement through the revenue cycle.

  • Communication. Provides constructivefeedback and clearly expresses ideas.

  • Interviews patients and/or theirrepresentatives in order to obtain accurate demographic, insurance, and claimadjudication information in a timely, courteous, professional manner.

  • Updates system appropriately andaccurately, ensuring appropriate signatures are obtained and requiredauthorizations/certifications/medical necessity guidelines are met.

  • Communicates with management allissues that impact the accurate, timely and complete accomplishment of allassigned tasks.

  • Identifies and communicates tomanagement recommendations for process improvement.

  • Displays dignity and respect in allinteractions.

  • Initiative. Readily accepts andincorporates changes into daily activities.

  • Conforms consistently to all systemchanges; including insurance payer regulations.

  • Possess functional knowledge ofsystems and the revenue cycle in order to adequately assist customers andreduce the unnecessary transfer of work flows.

  • Follows all department processes andpolicies as required and updated.

  • Motivation and Influencing.Influences and persuades others to build commitment to quality and a positivehospital experience.

  • Acts as a role model for peers bystriving for excellence, displaying a positive attitude, and activelysupporting the team concept.

  • Monitors and reports on individualproductivity to assist in the evaluation of one's ability to organize and plandaily work in order to meet outcome-based criteria set by management.

  • Volunteers to work additional hoursor offers to contribute to on-going projects/assignments outside the scope oftheir own specific functions.

  • Fiscal Accountability. Holdsself-accountable for departmental processes in order to obtain maximumreimbursement for services and the successful flow of the revenue cycle.

  • Assures proper identification ofpatients presenting for services following the proper departmental procedures.

  • Maintains accuracy of insurancecoverage and guidelines including not but limited to verifying coverage throughonline eligibility software/insurance web-sites/customer service phone lines;completing Medicare Secondary Questionnaire when required; verifying medicalnecessity and ABN processes; determining if necessary authorizations orreferrals have been obtained; ensuring each order meets current publishedstandards; etc.

  • Investigates and identifiespatient-responsibility dollar amounts in order to successfully collectpoint-of-service payments when appropriate.

  • Charge posting where applicable whenstaff is not available timely.

This positionrequires a Pre-Employment Health Screening upon acceptance of any offer.Tuberculosis screening as well as proof of immunity to Measles, Mumps, Rubella,Varicella, Tetanus, Diphtheria, and Pertussis through lab confirmation ofimmunity, documented evidence of vaccination, or a doctor’s diagnosis ofdisease.

This position is at Latrobe Hospital(1 Mellon Way, Latrobe, PA 15650). Primarily weekend coverage 24/7 in theEmergency Room to support full-time off days

Required Qualifications:

  • High School Diploma / GED (or higher)

  • Knowledgeof Payor / Insurance Benefits

  • Thisposition requires 24/7 coverage, primarily weekends / holidays. Must beavailable to work any shift.


  • Knowledge of Medical Terminology

  • 1+ years of admissions, scheduling, orbusiness office experience

  • Proficient Keyboard Skills measured at 30+ wpm

  • Basic working knowledge of computers and officeequipment

  • Basic Math and Keyboard Proficiency


  • Excellentcommunication, interpersonal and organizational skills

  • Abilityto communicate with all members of the health care team

  • Proficientoral and written communication skills

  • Abilityto multi-task and prioritize assignments

Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life’sbest work.SM

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.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: patient services, ED, scheduling, insurance eligibility verification, Medicare, charge posting