Role Description The Patient Accounts Representative is responsible for assisting patients, clinics, and internal stakeholders with account inquiries, payment processing, and insurance verification. This role ensures accurate and timely resolution of patient financial concerns, including billing questions, payment posting, and claim rebilling, while maintaining compliance with corporate policies and regulatory standards. - Responds to patient inquiries regarding account balances, billing statements, and insurance claims, ensuring timely resolution within two business days. - Processes and posts credit card payments daily, ensuring compliance with company policies and financial controls. - Verifies and updates insurance coverage, confirming patient-provided information before adding coverage in the Athena software and setting claims for rebilling. - Establishes patient payment arrangements in accordance with organizational policies and guidelines. - Processes received mail and correspondence, ensuring account-related documents are handled within two business days. - Closes daily and monthly payment/deposit batches, ensuring reconciliation accuracy and compliance with accounting policies. - Logs inbound and outbound calls in the ticketing system, maintaining accurate documentation of patient interactions. - Collaborates with internal departments, including billing, revenue cycle, and insurance verification teams, to resolve patient account concerns efficiently. - Assists with financial assistance applications and payment plan inquiries, providing guidance to patients based on eligibility criteria. - Performs other duties as assigned. - Maintains regular and reliable attendance. - Complies with all policies and standards. Qualifications - H.S. Diploma or GED required - Associate Degree in Business, Healthcare Administration, Medical Billing, or a related field preferred - 1-2 years of experience in patient accounts, medical billing, insurance verification, or customer service in a healthcare setting required - 1-3 years of experience in a call center work environment preferred - Experience with Athena software, electronic health records (EHR), and insurance billing systems preferred Requirements - Basic knowledge of medical billing, insurance claims, and patient financial services. - Proficiency in payment processing, account reconciliation, and financial transactions. - Strong attention to detail and ability to review patient accounts for accuracy and compliance. - Excellent verbal and written communication skills, with the ability to explain billing statements and payment options to patients. - Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and healthcare billing software. - Strong problem-solving and organizational skills, with the ability to prioritize tasks and meet deadlines. - Knowledge of HIPAA regulations and ability to maintain patient confidentiality. Benefits - Comprehensive Health Coverage: Medical, dental, and vision plans to keep you and your family healthy. - Competitive Pay & Full Benefits: A salary and package designed to reward your expertise and dedication. - Paid time off - Flexible scheduling - Future Security: 401(k) with matching.

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. The Clinical Performance Quality (CPQ) Pharmacy Operations team supports Optum’s Care Delivery Organizations by delivering patient-centered, clinically collaborative telephonic outreach to help people live healthier lives. Our team focuses on the design, execution, and delivery of telephonic and digital engagement strategies designed to close Medicare STARS/HEDIS gaps in care, including medication adherence, care for older adults, medication reconciliation post discharge, A1c, Blood pressure and statin therapy in patient with diabetes and cardiovascular disease. Our interdisciplinary service delivery team is comprised of Pharmacists, Registered Nurses, Pharmacy Technicians, and Care Coordinators. The Registered Nurse will report into the Director of Clinical Pharmacy. The Registered Nurse will perform telephonic, patient-centered clinical consults focused on Care for Older Adults annual pain and functional assessments. In addition, the RN will outreach telephonically for Transition of Care following hospital discharge to complete reviews as well as assist with appointment scheduling. The RN will be required to meet or exceed established productivity and quality metrics and work to support the hours of operation of the business (Mon-Fri 9am-6pm Central). If you are located in a Compact State, you will have the flexibility to work remotely* as you take on some tough challenges. Hours are Monday through Friday 8AM - 5PM within your local time zone. Primary Responsibilities: - Strictly adheres to department’s metrics and established advanced protocols and to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical inquiries, patient education and referral requests - Primarily to make outbound calls and will help manage the inbound call queue from patients, patient representatives, providers, and other medical staff, while strictly adhering to established protocols and scripting - Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services - Complete patient assessments for Transition of Care Medication Reconciliation Post Discharge, Care for Older Adults Pain and Function Assessments - Educate patients on health conditions and necessity of routine screening and assisting with appointment scheduling (A1c, Controlling Blood Pressure, Breast Cancer Screening, Colorectal Cancer Screening, Diabetic Eye Exam, etc.) - Communicate with providers and offices to obtain needed evidence of completed lab work, screenings and care provided - Review available medical records for core measures to submit for closure of HEDIS/STARS measures - Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs - Document thoroughly all calls and actions taken within core systems - Performs all other related duties as assigned 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: - Active, unrestricted Registered Nurse eLNC Compact licensure in state of residency - Currently have or be able to obtain additional RN licensure in one or more of the following states: California, Connecticut, Nevada, New York, Oregon - 5+ years of RN experience, including experience in a managed care setting - 2+ years of experience in HEDIS/Star programs, preferably in a clinical quality consultant role - 2+ years of experience with data analysis and/or quality chart reviews. Must be able to review paper and electronic medical records and charts - 1+ years of Call Center experience - Experience using Microsoft office applications, including databases, word-processing, outlook, and excel spreadsheets. Proficient in Excel - Solid knowledge of the Medicare HEDIS/Stars measures - Demonstrated ability to interact with medical staff, peers, and internal company staff at all levels - Demonstrated ability to manage multiple complex, concurrent projects - Demonstrated excellent written and verbal communication and relationship building skills - Demonstrated solid problem-solving skills; the ability to analyze problems, draw relevant conclusions and devise and implement an appropriate plan of action - Demonstrated excellent customer service skills and communication skills Preferred Qualifications: - Undergraduate degree, post graduate degree - Billing and CPT coding experience - Clinical data abstraction experience - Proven adaptable to change - Proven good business acumen, especially as it relates to Medicare - Bilingual with preference given to Spanish and Vietnamese Physical & Mental Requirements: - Ability to lift up to 25 pounds - Ability to sit for extended periods of time - Ability to use fine motor skills to operate office equipment and/or machinery - Ability to receive and comprehend instructions verbally and/or in writing - Ability to use logical reasoning for simple and complex problem solving - Ability to use fine motor skills to operate office equipment and/or machinery - Ability to stand for extended periods of time *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 salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 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.

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities. Job Description Summary: The Patient Service Representative I role may be the initial point of contact for patients, physicians, and the public at large. This position provides exceptional public relations/customer service during encounters with patients, families, visitors and Ohio Health physicians and associates. The primary responsibilities are scheduling/registration or patient billing follow up, and identify and execute a plan meeting the needs of the caller. Responsibilities And Duties: The Patient Service Representative I may be expected to perform any of the following and other duties as assigned: Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates Accept inbound calls within a specific response-to-call timeframe following customer service standards at all time Makes outbound calls with according to the standard work and following customer service standards. Accurately identifies patient in the EMR system. Adhere to the department Standard Work Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality Uses critical thinking skills to make decisions, resolve issues, or escalate concerns Verifies insurance eligibility using online eligibility system, payer websites or by phone call Processes faxes and transcribes information into the system’s EMR. Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up Schedules outpatients appointments Generates, prints, and provides patient estimates utilizing price estimator products Inform patient of any outstanding balance, collect balance and co-payment or provide financial assistance information Answers questions or concerns regarding insurance residuals and self-pay accounts Uses knowledge of CPT codes to accurately select codes from clinical descriptions Identifies and/or determines patient Out of Network acceptance into the organization Explains billing procedures, hospital policies and provides appropriate literature and documentation Update/notate all accounts using appropriate standard work Reviews insurance information and determines need for referrals and/or financial counseling. Educates patients on MyChart, including activation Adhere to policy and procedures Participate in and contribute to development of Lean processes. Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.) Work collectively in a professional manner Confirms physician's orders/visit purpose Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing Obtains Release of Information authorization from patients to release medical records Uses conflict resolution skills and service recovery to handle customer service concerns Resolve patient complaints and concerns and, if unable to resolve, escalate appropriately Provides information to physician offices and other hospital departments when needed Minimum Qualifications: High School or GED (Required) Additional Job Description: Typing of 40 wpm, excellent communication, organization, and basic computer skills. KIND and LENGTH of EXPERIENCE 1-2 years of previous experience in the service industry with a focus on delivering exceptional customer service or 1-2 years previous experience in a Medical Office setting or 1-2 years previous experience in a Call Center or 1-2 years previous experience in Collections Work Shift: Day Scheduled Weekly Hours : 40 Department Patient Contact Center Join us! ... if your passion is to work in a caring environment ... if you believe that learning is a life-long process ... if you strive for excellence and want to be among the best in the healthcare industry Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment Remote Work Disclaimer: Positions marked as remote are only eligible for work from Ohio.

The Senior Analyst, Contact Center Modeling & Planning provides analytical support to InnovAge’s contact center and operational teams through forecasting, capacity modeling, and initiative impact sizing. This role develops and maintains models that determine staffing requirements, workload projections, and operational performance expectations. The analyst partners with Operations, Finance, HR, and IT to support budget planning, call volume forecasting, and data driven decision-making. This position is ideal for an experienced analyst with strong quantitative skills and proven experience in contact center forecasting or Workforce Management environments. Essential Functions & Responsibilities Functional Category: Forecasting & Workload Modeling Estimated % of Time: 35% - Create and maintain forecasting models for call volume, workload, service demand, and key operational drivers. - Produce short-term, midterm, and long-range forecasts to support service levels, planning cycles, and budget inputs. - Analyze historical trends, seasonality, routing impacts, and productivity to improve forecast accuracy. Functional Category: Capacity & Staffing Planning Estimated % of Time: 30% - Build staffing models incorporating AHT, shrinkage, adherence, occupancy, and productivity metrics. - Produce weekly, monthly, and annual capacity plans that drive operational staffing decisions. - Analyze variance between forecasted and actual performance and recommend adjustments to leadership. Functional Category: Business Initiative Sizing & Impact Analysis Estimated % of Time: 15% - Conduct scenario modeling to evaluate the impact of new initiatives, policy changes, and technology enhancements. - Quantify workload, staffing, and cost impacts to support leadership decision-making. - Provide concise, actionable insights supported by clear analytical rationale. Functional Category: Analytics, Reporting & Insights Estimated % of Time: 15% - Develop dashboards and reporting for forecasting accuracy, staffing efficiency, call-volume trends, and key operational KPIs. - Provide executive-ready insights and recommendations that highlight risks, opportunities, and performance trends. - Identify areas for process improvement and resource optimization. Functional Category: Cross‑Functional Collaboration Estimated % of Time: 5% - Partner with Finance to support labor planning, budget cycles, and cost modeling. - Collaborate with IT and data teams to ensure data integrity, routing logic accuracy, and reporting consistency. - Work closely with Operations leaders and HR Recruiting to align models to real-time conditions and business priorities. Travel Requirements 5% travel across centers and markets, including onsite meetings Qualifications Required - Bachelor’s degree required in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, Operations Management, Industrial Engineering, or a related field. - 5+ years in forecasting, Workforce Management, capacity planning, or operational analytics. - Strong quantitative and modeling skills with advanced Excel proficiency. - Experience working in contact center environments (multi-channel preferred). - Ability to translate complex data into clear, actionable recommendations for leaders. - Experience with WFM or forecasting tools (e.g., NICE, Verint, Calabrio). Preferred - Master’s degree required in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, Operations Management, Industrial Engineering, or a related field. - Experience supporting multi-site or high-volume operational functions. - Background in business operations, FP&A, or continuous improvement. - Experience with SQL, Power BI, Tableau, or other analytics tools. - Advanced experience creating or scaling capacity and forecasting models. InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model. InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays. Applicants are considered until the position is filled. $103,300 - $134,400 Compensation Disclaimer The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays. Attention Florida Applicants This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse. For more information, please visit the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com Agency Disclaimer InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.