Customer Service Representative – National Remote

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 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.

As a Patient Support Center Representative, we are responsible for acting as patient advocates to help resolve patient issues pertaining to claims, benefits referrals, physicians and access. Assists with patient education and ensures that required services are delivered to patients. Serves as a liaison between the patient and other departments and Optum sites. Assists other Patient Support Center Representatives and Supervisors with daily workload as needed to resolve and/or document patient issues.

This position is full-time (40 hours/week) Monday to Friday. Employees are required to have flexibility to work an 8-hour shift schedules during our normal business hours of 08:00am – 05:00pm, PST. It may be necessary to have flexibility to rotate shifts including weekends and holidays

We offer 2-3 weeks of on-the-job training. The hours of training will be aligned with your schedule.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

    

Primary Responsibilities:

• Apply knowledge/skills to activities that often vary from day to day.
• Assist members and answer any questions they have
• Answering an average of 50 calls per shift
• Demonstrates a moderate level of knowledge and skills in own function.
• Requires little assistance with standard and non-standard requests.
• Solves routine problems on their own.
• Works with supervisors to solve more complex problems.
• Prioritizes and organizes own work to meet agreed upon deadlines.
• Works with others as part of a team.
• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
• Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
• Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
• Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
• Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)

      

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 OR equivalent work experience
• Must be 18+ years of age OR older
• 2+ years of customer service experience in a healthcare, medical office and or Medical Insurance company
• 2+ years of experience using an Electronic Medical Records system
• 1+ years of experience using a multi-line telephone
• Flexibility to rotate shifts to include weekends and holidays
• Ability to work an 8-hour shift schedules during our normal business hours of 08:00am – 05:00pm PST. It may be necessary to have flexibility to rotate shifts to include weekends and holidays

     

Preferred Qualifications:

• Experience working in EPIC system
• Bilingual fluency in English and any of the following languages: Spanish, Farsi, Tagalog, Vietnamese, Mandarin and Korean

     

Telecommuting Requirements:

• 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.

    

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation

    

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy  

    

The hourly range for this role is $16.00 to $28.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

    

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