Customer Service Representative

Telecommuting Position

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.

This position is full time (40 hours/week), any day of the week. Employees are required to work any of our 8-hour shift schedules during our normal business hours 7:00 am - 7:00 pm EST. It may be necessary, given the business need, to work year-round, occasional overtime, weekends, and holidays.

We offer 6 weeks of paid on-the-job training. The hours of training will be 8:00 am - 4:30 pm EST.

Primary Responsibilities:

• Meet the performance goals established for the position in the areas of patient satisfaction, accuracy, quality, and attendance
• Meet department standards to adherence metric
• Adherence metric is evaluated daily
• Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care, and concern with 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
• 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 work experience
• Must be 18 years of age OR older
• 2+ years of experience with working in a customer service-based role
• Proficiency with using Microsoft suite and other systems to include navigating multiple chat channels within Microsoft Teams
• Ability to type at the speed of 40+ WPM
• 100% attendance for 6 weeks of training
• Ability to work any of our full time (40 hours/week), 8-hour shift schedules any day of the week during our normal business hours 7:00 am - 7:00 pm Eastern Time (Department is 24/7), including the flexibility to work year-round, occasional overtime, weekends, and holidays based on business need

Preferred Qualifications:

• 1+ years of experience with working in a healthcare setting
• Experience with working in a virtual environment
• Experience in working with multiple computer screens while speaking to customer

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

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 $16.00 - $27.69 per hour based on full-time employment.

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