Customer Service Representative

Job Title

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.

Working in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results. Resolve routine to complex issues.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm Monday-Friday and 8:00am-5:00pm Saturday & Sunday. It may be necessary, given the business need, to work occasional overtime.

We offer up to 4-6 weeks of paid training. Training will be onsite from 8:00am-5:00pm.

Primary Responsibilities:

• Answers a minimum of 9 calls per hour resolving moderate to complex issues.
• Schedule and verify appointments in clinical information system.
• Verify and update patient demographic and insurance information.
• Send and receive tasks to Provider offices to assist patient with access to medical care.
• Receive and process STAT, Expedited, and At-Risk priority referrals.
• Extreme high volume data entry.
• Accuracy: Acquire no more than 12 scheduling errors in the calendar year, Maintain a quality assurance audit score of 95%, CSAT
• Process and resolve expedited patient complaints.
• Review and process medication refills.
• Proactive response to inquiries from patients, providers, and internal medical staff.

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 work experience
• Must be 18 years of age OR older
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm Monday-Friday and 8:00am-5:00pm Saturday & Sunday. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 6+ months experience in a customer service/call center or healthcare environment
• Training in a medical office or customer service-related field
• Medical Terminology
• CPT and ICD - 9 coding
• Expanded knowledge and use of Microsoft Excel
• Advanced knowledge of insurance products
• Advanced computer skills in Windows environment

Soft Skills:

• Ability to demonstrate customer service and proper telephone etiquette
• Strong oral and written communication skills
• Solid listening, critical thinking, decision making, telephone, customer service and problem solving skills
• Ability to prioritize call types

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 $16 - $29 hourly 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 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.