Customer Service Representative at Optum

If you are located within Mainland USA, you will have the flexibility to work remotely* as you take on some tough challenges.

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.

The Customer Service Representative is responsible for providing telephonic support to patients, customers, and providers. This role involves handling inbound and outbound calls, scheduling appointments, verifying insurance, and updating patient records. The representative will apply moderate knowledge and skills to resolve routine issues independently and collaborate with supervisors for more complex matters. This position requires strong communication, organizational, and technical skills to ensure high-quality service delivery.

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm EST. Final shift assignments will be provided after training and may vary based on business needs. It may be necessary, given the business need, to work occasional overtime.

We offer 8 weeks of on-the-job training. The hours of training will be 8:30am to 5:00pm EST, Monday - Friday.

Primary 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.
  
  

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
• 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 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.
• 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.
  
  

Preferred Qualifications

• Bilingual fluency in English and Spanish
• Experience in medical/dental office or scheduling environment
• Familiarity with healthcare terminology and benefit structures
• Understanding of HIPAA and other regulatory requirements
  
  

Telecommuting Requirements

• 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.
  
  

Soft Skills

• 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
  
  

Physical And Work Environment

• 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
  
  

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. We comply with all minimum wage laws as applicable.

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.