Patient Support Center Representative

Patient Support Center Representative

This position is remote in Eastern, Central, or Mountain Time Zones. You will have the flexibility to work remotely as you take on some tough challenges.

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.

As a Patient Support Center Representative, you will be responsible for acting as a patient advocate to help resolve patient issues pertaining to claims, benefit referrals, physicians, and access. You will also be responsible for managing a high volume of inbound calls, entering patient information into information systems, and resolving caller's issues with outstanding customer service skills. In addition, serve as a liaison between the patient and other departments and Optum sites.

This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm PST, Monday - Friday AND 8:00am to 6:00pm PST, Saturday to Sunday. It may be necessary, given the business need, to work occasional overtime.

We offer three weeks of paid training. The hours of training will be 8:00am to 4:30pm PST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care, and concern with each and every internal and external customer
• Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines
• Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate
• Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues
• Recognizes financial, medical, and legal risks based on data collected during customer interactions and follows appropriate procedures
• Meet department goals which include but not limited to call volume, accuracy, quality, and attendance
• Utilizes Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs
• Translates oral information into concise and accurate written documentation per guidelines
• Assists new or potential members in the choice of PCP and supplies general information about medical group
• Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation, and HH)
• Data enters PCP changes into the system and processes paperwork as necessary

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 equivalent experience
• Must be 18 years of age OR older
• 1+ years of working in a customer service-based role
• Ability to use the Microsoft Office Suite and other systems proficiently
• Ability to work full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm, Monday - Friday AND 8:00am to 6:00pm PST, Saturday to Sunday. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 1+ years of working in a healthcare setting
• Bilingual fluency in English and other language

Telecommuting Requirements:

• Reside within Eastern, Central, or Mountain Time Zones
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

*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 hourly pay for this role will range from $16 - $29 per hour 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.

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.