Call Center Representative ($750 Sign-On Bonus) - San Juan, PR

UnitedHealth Group

22h

About The 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. 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 solid communication, organizational, and technical skills to ensure high-quality service delivery.

Requirements

1+ years of customer service experience in a fast-paced environment
Experience with Microsoft Word/Excel or Google Docs/Sheets
Verbal and written professional proficiency in both English and Spanish
Proven ability to learn and navigate complex computer systems
Proven ability to troubleshoot and follow up on customer issues
Candidates must be able to commit to a 40-hour workweek during standard business operating hours, Monday through Sunday, between 8:00 AM and 11:00 PM. Please note that this is a 24/7 operational environment which operates on weekends and holidays, and based on business needs, overtime may be warranted. Daylight Saving time change applies.

Nice To Haves

Experience in medical/dental office or scheduling environment
Familiarity with healthcare terminology and benefit structures
Understanding of HIPAA and other regulatory requirements
Proven ability to learn and navigate complex computer systems
Proven ability to troubleshoot and follow up on customer issues

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 physicians and nurses
Import registration documents into electronic health records
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
Manage a customer call while maintaining performance and Quality standards.
Other duties may apply