Customer Service Representative

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.

• 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 upscale when needed.
• Document all interactions and resolutions accurately.

• 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.
• 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.

• 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

• Reside within Mainland USA
• Ability to keep all company sensitive documents secure
• 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 United Health 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 United Health Group’s Telecommuter Policy. Pay is based on several factors including but not limited to…