Bilingual English and Spanish Customer Service Representative

Optum, part of UnitedHealth Group, helps improve the health system through connected health data, technology, and services. The Bilingual Customer Service Representative handles high-volume customer calls in English and Spanish, documents interactions, assists with scheduling and eligibility screening, and researches complex issues to resolve customer concerns.

Responsibilities:

• Handle 100 inbound/outbound phone calls per day from customers and identify the type of assistance the customer needs
• Ensures timely and accurate documentation of all notes and encounters in applicable database
• Ability to handle sensitive information and maintain HIPAA compliance
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist with appointment scheduling and completing eligibility screening with callers
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

Requirements:

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years of experience working in a role with a high volume of either inbound or outbound calls
• 1+ years of experience in customer service
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Bilingual fluency in English and Spanish
• Ability to work Monday - Friday, 08:00AM - 05:00PM EST
• 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
• 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
• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• 1+ years of experience in healthcare customer service
• 1+ years of experience in a role that requires patient interaction, either in person or over the phone
• Health care experience
• Experience working within financial counseling in a Hospital or Physician office, including success obtaining patient demographic and financial information