Title: Patient Services Representative II Location: MA, United States Requisition number: 2363239 Job category: Healthcare Delivery Overtime status: Non-exempt Travel: No Remote Job Description: REMOTE IN MA Opportunities at Optum, in strategic partnership with Allina Health. As an Optum employee, you will provide support to the Allina Health account. 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. Under direct supervision, plays an expanded and advanced level role in the creation of superior access for patients. Duties include but are not limited to handling incoming patient inquiries and assisting patients in the management of appointments/care. Through a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model, the Patient Service Representative plays an integral role in the support of our patients. As a level II representative, utilizes advanced skill set to perform all duties of the Patient Service Representative I and serves as resource and mentor for lower-level representatives. Handles the more complex issues arising through incoming calls. Provides extraordinary customer service and strong problem-solving skills to strengthen the patient/clinician relationship. Must have clear verbal and written communication skills to ensure improve patient access. Schedule: FT, 40 hrs. Monday - Friday, 8:30am - 5pm Location: If you are located within a commutable distance to an Atrius office that is nearest to you in MA or surrounding locations (RI, CT, NH), you will enjoy the flexibility to telecommute* as you take on some tough challenges. Will be required to work onsite at manager's discretion. Primary Responsibilities: - Maintains a higher degree of technical expertise than Patient Services Representative I and serves as role model to Patient Services Representative I's. Able to problem-solve and serve as a resource to other Patient Services Representatives - Screens all incoming patient inquiries (through phone, online/medical record message, or other means) 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 - Courteous, friendly, problem solver with customer service, patient focused communication - Acts as a role model for other support staff and demonstrates a high level of competency in Patient Service Representative responsibilities - Proactively identifies issues and works to resolve them in areas involving patient satisfaction, patient flow, and compliance with procedures and guidelines. Advocates for patients as appropriate - Identifies and assists in resolving operational difficulties and communicates with supervisor regarding department issues and problems as necessary. Demonstrates a high level of competency when handling difficult phone calls and dealing with complex issues - Initiates requests for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients and answers any corresponding questions. Understands all documents and processes - Reviews and facilitates the updating of missing /outdated information in the patient record, such as demographics, primary care physician selection, and insurance - Develop and maintain effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies - Reviews department appointment schedules to ensure that clinic utilization is optimized and effectively supports the needs of the clinics as well as the needs of the patients - Assists with data collection activities and provide appropriate follow-ups for statistical reports or required studies, ensuring data is properly collected and accurate (e.g. no-show reports, telephone statistics) - Receives escalated issues and determines appropriate action and/or works with clinical team for decision - Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available. Escalates to supervisors only as needed - Supports, mentors and trains lower-level assistants - Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department - Participates in special projects and ongoing programs unique to the department - May represent department on groups and teams related to upgrades of the electronic medical record - Performs functions of a Patient Service Representative I - Performs other duties as assigned - Accesses only the minimum necessary protected health information (PHI) for the performance of job duties - Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information - Performs all job functions in compliance with applicable federal, state, local and company policies and procedures - Primarily remote with an occasional need to be present at a practice site for meetings or training 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.) 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 - 2+ years of administrative experience in a medical setting Preferred Qualifications: - Previous EPIC experience - Strong problem solving and complex patient management skills Soft Skills: - Able to communicate in a professional and appropriate manner - Strong interpersonal, customer service, time management, and organizational skills required - Working knowledge of patient related documents preferred - Ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications - All Telecommuters 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 hourly pay for this role will range from $20.38 to $36.44 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. #RPO #GREEN

Role Description Care Initiatives is currently hiring a full-time Scheduler to join our internal staffing agency division, AffiniCare! The Scheduler is responsible for communicating with Care Initiatives buildings regarding open shifts and ensuring that each shift is staffed appropriately following local, state and federal guidelines. This is a remote position that requires exceptional time management, organizational, and communication skills, proficient in Microsoft Office, and 2+ years of experience is preferred. The Scheduler manages and updates schedules using the online scheduling portal while making adjustments as needed according to budgetary constraints, census fluctuations, call-ins, and pre-planned leaves of absence. Additional duties include: - Working with building management to determine open needs. - Communicating open shifts to Nurses and Aides in their area. - Working with Regional Directors of Operation to determine urgent needs. - Fulfilling staffing vacancies in advance to ensure adequate coverage for all shifts. - Keeping meticulous attendance records and assisting with the progressive disciplinary process if staff members accrue excessive absences and/or tardiness. - Communicating with unit managers and the director of nursing / chief nursing officer regarding floor orientation scheduling for newly hired employees in the nursing department. - Checking time clock punch records against master schedules and noting the appropriate changes. - Signing time correction forms for events such as missing meal periods or forgetting to clock in/out. - Utilizing computer software to prepare, change and update the master schedule. Qualifications - High school education or its equivalent. Associate degree preferred. - Exceptional time management, organizational, and communication skills. - Proficient in Microsoft Office, specifically with Excel. - 2+ years of experience is preferred. Requirements - On-Call rotation is required every other weekend, starting Friday at 5pm through Monday at 8am. Benefits - Competitive compensation: Our team members earn an extremely competitive wage. - Comprehensive benefits: Eligible employees can choose from our affordable and robust benefit options, including medical, dental, vision, retirement savings, PTO, and more. - Digital wallet: Access your pay as you earn it, eliminating the wait for your paycheck.

Role Description As a Contact Center Service Agent, you will play a key role in delivering high-quality service while identifying opportunities to enhance the guest experience through additional product offerings. Your focus will be on building strong relationships, exceeding expectations with personalized service, and driving value through thoughtful upselling when appropriate. What You'll Do - Deliver Top-Tier Service: Provide friendly, efficient, and helpful support, consistently exceeding guest expectations. - Upselling: Recommend additional services and products tailored to guests’ needs to enhance their experience. - Problem Solving: Effectively resolve inquiries and issues while maintaining a high level of guest satisfaction. - CRM Management: Accurately track guest interactions, preferences, and sales opportunities using our CRM tools. - Build Relationships: Cultivate trust and loyalty with repeat guests and key partners through consistent, personalized engagement. - Collaborate: Work closely with the team to achieve goals and continuously improve the quality of service. Qualifications - Customer Focus - A genuine passion for delivering exceptional service. - Consultative Selling - Skill in upselling while enhancing the overall guest experience. - Problem Solver - Ability to quickly and effectively resolve guest issues. - Team Player - Strong collaboration skills and commitment to achieving shared goals. - Ability to work fully remote in our contact center. - Ability to follow a rotating shift schedule, with assigned shifts that will include mornings, evenings, weekends, and holidays to support service needs. - Ability to work overtime as needed during peak periods. - Ability to obtain TICO Certification (Travel Industry Council of Ontario) within the first 60 days of employment; TTC will cover the cost of the first attempt. - If hired, ability to start training on July 8, 2026. Benefits - Competitive Compensation: $19.35/hour plus performance-based incentives. - Incentives & Rewards: Earn performance-based incentives based on customer satisfaction, upselling success, and service excellence. Spot Awards Recognition for exceptional service moments and outstanding teamwork. - Growth Opportunities: Access to a learning budget, professional training programs, and career advancement pathways. - Purpose-Driven Perks: Paid volunteer days and participation in sustainability-focused initiatives.

Role Description These Registered Nurse (RN) positions are located in the VISN 1 Clinical Contact Center and are remote positions. These positions are full-time, 40 hours per week. The Clinical Contact Center (CCC) Registered Nurse (RN) reports to the VISN 1 Clinical Contact Center Nurse Manager. The incumbent provides care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness. - Provides care through an interactive process between the nurse and patient that occurs over the telephone and online chat technologies and involves identifying the nature and urgency of client health care needs and determining the appropriate disposition. - Provides timely, appropriate advice and guidance to patients and/or their representatives who seek assistance with health care issues. - Communicates through a structured process in which information is exchanged clearly and accurately among team members. - Considers recommended dispositions and interventions from approved clinical decision support tools to assess and address the clinical needs of patients. Recommendations may be emergent and include those that preserve life, prevent disability, or promote health and well-being. - Reports unusual occurrences and adverse events as appropriate. The nurse considers all characteristics of the individual, including age and life stages, state of health, race and culture, values, and previous experiences. Work Schedule: Days Telework: Not applicable, this is a remote position Virtual: This position is being filled as remote. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Notifications: This position is an AFGE Bargaining Unit position. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This vacancy is limited to the first 50 applications received and will close at 11:59pm ET on the closing date or 11:59pm ET on the day we receive the 50 applications, whichever comes first. Qualifications - English Language Proficiency. - Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed: ACEN or CCNE. - Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have the opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program. - Possession of a current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. - Graduate Nurse Technician (GNT) Exception: Candidates who meet the basic education requirements but do not possess the required licensure may be appointed at the entry step of the grade and level applicable to the completed nursing education as a GNT on a 120-day temporary appointment while actively pursuing licensure. Requirements - Minimum 2-3 years prior experience in: Emergency Department, ICU, prior call center/triage. - Strong skills in critical thinking and the ability to multi-task while utilizing multi-platform technology. - Must be able to work in a fast-paced, results-driven atmosphere. - Strong communication skills with all areas of the multidisciplinary team while utilizing multiple communication platforms. - Strong assessment skills for all areas of nursing including mental health. Benefits - Competitive salary, regular salary increases, potential for performance awards. - 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). - Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA. - Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).