Senior Customer Service Representative

This position is Onsite. Our office is located at 4750 W Oakey Blvd, Las Vegas, Nevada.

Optum NV is seeking a Senior Customer Service Representative to join our team in Las Vegas, NV. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you'll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm PST. It may be necessary, given the business need, to work occasional overtime.

We offer 4 - 6 weeks of on-the-job training. The hours of the training will be an 8-hour shift schedule between the hours of 7:00am - 5:00pm PST, Monday - Friday.

Primary Responsibilities:

• Acts as a resource for handling staff inquiries regarding policies and procedures.
• Training: Trains newly hired staff and works as a mentor to develop good working habits to ensure the success of the troupe
• Displays positive behavior and regularly supports department efforts to improve employee engagement and morale. Remains accountable and implements information derived from staff meetings. Conduct and administers team huddles and updates/reminders.
• Satisfactorily completes additional tasks and special projects as assigned.
• Accuracy: Maintain a quality assurance audit score of 95%.  Acquire no more than 12 scheduling errors in the calendar year.
• Send and receive tasks and emails to provider offices to assist patients with medical care and escalated issues.
• Other 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:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of experience in a Healthcare environment
• 6+ months of experience in Scheduling
• 6+ months of experience in Managed Care or Healthcare insurance industry
• Experience with computers and Windows based programs including Microsoft Word, Excel, Outlook, Teams
• Ability to work at our office located at 4750 W Oakey Blvd, Las Vegas, Nevada
• Ability to work Monday - Friday, an 8-hour shift schedule during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Surgery/procedure scheduling experience
• Medical Assistant experience
• Call Center experience
• Bilingual fluency in English and Spanish
• Medical terminology
• Working knowledge of EPIC

Soft Skills:

• Demonstrates strong customer service skills and maintains professional telephone etiquette
• Applies critical thinking with the ability to quickly absorb information and maintain strong attention to detail
• Effectively manages multiple tasks in a fast-paced environment
• Exhibits excellent communication and interpersonal skills when interacting with patients, providers, and team members

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 $17.98 - $32.12 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.

OptumCare 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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