Patient Services Team Leader

Opportunities with Crystal Run Healthcare, part of the Optum family of businesses. Advance your career in a dynamic health care setting. Our commitment to coordinated care and technology-driven practices not only elevate patient care but also provides our team with a supportive work environment. With a growing network of locations, we offer a platform for career advancement with an excellence culture. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.  

Crystal Run HealthCare, part of Optum, has an immediate opening for a friendly, patient focused and detailed oriented Patient Services Team Leader to join our team. The Patient Services Team Leader is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service and adhere to Lean processes. Supports the teams in meeting financial, clinical and service goals.

The Patient Services Team Leader greets and registers patients in a prompt, pleasant and helpful manner, as well as instructs, directs, and schedules patients and visitors Patient Services Team Leader receives payments from patients, issues receipts and posts payment data.

Schedule: Office is open seven days a week. This role would consist of a 37.5-hour work week, Monday through Friday, from 10:00 am to 6:00 pm.  (may work until 8:00 pm to cover any call outs and occasional weekends for coverage purposes) The schedule will be determined by the supervisor upon hire.

Location: 1200 Route 300, Newburgh, NY 12550

Primary Responsibilities:

• Adheres to standards of professionalism set by the Practice

• Always maintains professional appearance by adhering to dress code and wearing identification badge

• Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff

• Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members

• Functions as a member of a team committed to quality patient care

• Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Care and incorporates these into practice

• Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it

• Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings

• Facilitates department meetings / huddles

• Provides and administers training for Quarterly Patient Services staff meetings

• Completes Mandatory Education timely and consistently

• Handles difficult situations and people with tact, professionalism and H.E.A.R.T

• Demonstrates good judgment in escalating difficult situations and people to Management personnel

• Demonstrates flexibility in scheduling and or traveling to meet patient and office needs

• May be required to assist with coverage during time of staffing shortages and may occasionally require travel

• May be required to travel to other sites to provide training and support

• Demonstrates professionalism in attendance & punctuality

• Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions

• Assists staff whenever possible, to achieve office goals / patient satisfaction

• Works independently, takes initiative in completing assignments and does so without reminder

• Develops and maintains employee work schedules; reviews physician schedules to evaluate for adequate staffing. Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan

• Completes any and all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by leadership in a timely fashion

• Maintains supply inventories and equipment necessary for the effective performance of the department/location

• Maintains a neat, organized, orderly environment in the reception and waiting room areas, including business cards, brochures, signage, etc

• Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPIC and GTS. The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures

• Assists with training and implementing new software systems, i.e. Sparq, Epic, GTS, etc

• Monitors all Patient Services staff compliance through daily audits of encounters, work queues, copay collection and mandatory education reports and on-site departmental observation audits to ensure quality, accuracy, and compliance with registration and billing requirements

• Identifies staff that need retraining and provides additional education and support

• Implements supplemental training sessions as needed

• Provide feedback and competencies to direct Supervisor, as it relates to policies and procedures for staff Performance Evaluation purposes

• Works with Patient Services Educators and the Manager of Patient Services to communicate policy and procedure to Patient Services staff and identifies opportunities for training to insure quality, accuracy, and compliance with all policies and procedures

• Organizes coverage for attendance of Patient Services personnel during training sessions

• Provides on-call coverage in the absence of the supervisor, serving as the primary point of contact for urgent operational or staffing issues, utilizing their personal phone during on-call periods to ensure accessibility and timely response

• Actively demonstrates good oral and written communication skills with both internal and external customers

• Implement and support the LEAN processes i.e. Standard work, Huddles, etc

• Works with a sense of urgency

• Oversees and performs (when and or/if necessary) all essential task skills of the Patient Services Representative and Patient Services Team Leader

• Participates in rotating facilitation of new hire training classes at 109 Rykowski Lane location, fostering consistency in onboarding practices across the organization

• Delivers on-site education and continuous training for staff, promoting best practices and ensuring team members stay up to date on protocols and procedures. Serves as the designated on-site trainer, mentoring staff through hands-on instruction and guiding them in skill development

• Be responsible for responding to Issue Trak submissions and patient complaints in a timely and professional manner, with a commitment to resolving concerns within 24 hours

• Performs other duties as assigned

• Management Competencies

  • Human Capital Management: Builds and manages workforce based on organizational goals, budget considerations, and staffing needs. Ensures employees are appropriately selected, trained evaluated, and rewarded; takes action to address performance problems. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn. Manages and resolves conflicts and disagreements in a constructive manner. Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals

  • Work Management: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and policies and procedures

  • Financial Management: Monitors and manages expenses within department to include; regular and overtime staff hours, appropriate approval of education and travel expenditures, equipment and supplies and specific departmental expenditures. Develops and monitors annual operational and capital budgets for area of responsibility

What are the reasons to consider working for UnitedHealth Group?  Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

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 (or higher)
• 1+ years of experience working in a medical office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• Intermediate level of computer proficiency (including being able to work on multiple web sites using multiple web browsers with dual monitors at the same time)

Preferred Qualifications:

• 1+ years of supervisory or managerial experience 
• Experience working with electronic health records (EPIC)
• Experience working with scheduling programs
• Knowledge and ability to learn and apply job functions, and minimal medical terminology knowledge

Soft Skills: 

• Ability to work independently and as a team, and maintain good judgment and accountability 
• Demonstrated ability to work well with health care providers 
• Strong organizational and time management skills 
• Ability to multi-task and prioritize tasks to meet all deadlines 
• Ability to work well under pressure in a fast-paced environment 
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

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 $17.74 to $31.63 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.

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