Customer Service Representative

Optum is improving the flow of health data and information to create a more connected system. The Customer Service Representative is responsible for providing telephonic support to patients, customers, and providers, handling calls, scheduling appointments, verifying insurance, and updating patient records.

Responsibilities:

• Handle inbound and outbound calls to identify patient needs and provide appropriate support
• Schedule, reschedule, confirm, and cancel patient appointments
• Accurately enter and update patient information in the scheduling system
• Verify insurance eligibility and identify payer sources
• Review and update patient demographics and consent forms
• Create new patient accounts when necessary
• Transfer calls or relay messages to facilities, physicians and/or nurses
• Maintain patient confidentiality in accordance with company policies and HIPAA regulations
• Resolve caller inquiries using internal resources and escalate when needed
• Document all interactions and resolutions accurately

Requirements:

• High School Diploma / GED
• Must be 18 years of age or older
• 1+ years of experience scheduling patient appointments in a call center or high-volume call environment
• 6+ months of experience with Microsoft Word/Excel or Google Docs/Sheets
• Must be available to train for the first 8 weeks, Monday through Friday, from 8:30 AM to 5:00 PM EST. 100% attendance is required during the first four weeks of training. Time-off requests for remaining training period will be reviewed on a case-by-case basis
• Must be available to work any 8-hour shift between 8:00 AM and 8:00 PM EST, including weekends. Final shift assignments will be provided after training and may vary based on business needs
• Reside within Mainland USA
• 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
• Strong interpersonal and active listening skills
• Detail-oriented with effective written communication
• Ability to learn and navigate complex computer systems
• Professional, courteous, and cooperative demeanor
• Ability to troubleshoot and follow up on customer issues
• Remote work environment
• Prolonged periods of sitting
• Extensive use of phone and computer systems, including the ability to multitask across dual monitors
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
• Experience in medical/dental office or scheduling environment
• Familiarity with healthcare terminology and benefit structures
• Understanding of HIPAA and other regulatory requirements
• Bilingual fluency in English and Spanish