Patient Support Center Representative

UnitedHealth Group•Minneapolis, MN

1d•$16 - $29•Remote

About The Position

This position is Remote in EST, CST, and MST. 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. 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 PST (Department is 24 / 7). 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 during training will be 8:00 am - 4:30 pm PST. Training will be conducted virtually from your home. 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.

Requirements

High School Diploma / GED OR equivalent experience
Must be 18 years of age OR older
2+ years of experience with working in a customer service - based role
Ability to demonstrate 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
Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours 7:00 am - 7:00 pm Pacific (Department is 24 / 7), including the flexibility to work year - round, occasional overtime, weekends, and holidays based on business need
Reside within Eastern, Central, OR Mountain Time Zone
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

Nice To Haves

1+ years of experience with working in a healthcare setting
1+ years of experience in a call center environment
Bilingual Fluency in English and Spanish
Experience with working in a virtual environment
Experience in working with multiple computer screens while speaking to customer

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