Customer Service Representative

This position is Remote in Reside within the Mountain or Central Time Zones, OR in one (1) of the following states: WA, OR, NV, MI, IN, OH, WV, PA, VT, ME, NH, MA, RI, CT, NJ, DE, MD, DC, VA, NC, SC, GA, or FL. You will have the flexibility to work remotely* as you take on some tough challenges.

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.

Positions in this function are responsible for providing expertise and customer service support to callers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. This job requires working independently and most tasks are not continuously reviewed by others. Supervision/guidance is required for higher level tasks.

This position is full-time. Employees are required to have flexibility to work any 8-hour work shifts between the hours of 8:00am - 5:30pm PST, Monday through Friday. This may not necessarily be within the individual's time zone in which he/she resides as it is based upon client need and the time zone in which the client operates. 

This will be on the job training and the hours during training will be during normal business hours.

Primary Responsibilities:

• Answers inbound phone calls while providing a high-quality patient/caller experience
• Reviewing patient liability questions and concerns
• Schedules, reschedules and cancels appointments
• Performs referral coordination including completing Open Referrals and/or referral tracking queue
• Works all assigned work timely according to department standards and documents all actions in the system
• Registers new patients, verifies patient demographics and health insurance, updates patient information in designated databases
• Responds to general information requests and/or inquiries from patients, physicians, medical offices and other callers
• Communicates effectively and in a professional manner
• Processes all work-related responsibilities in an efficient, timely and accurate manner
• Other duties as assigned

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 in a call center answering customer service inquiries regarding healthcare
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Flexibility to work any 8-hour shifts between the hours of 8:00am - 5:30pm PST. This may not necessarily be within the individual's time zone in which he/she resides as it is based upon client need and the time zone in which the client operates

Preferred Qualifications:

• Experience using EPIC

Telecommuting Requirements:

• Reside within Mountain or Central Time Zones, OR in one (1) of the following states: Washington, Oregon, Nevada, Michigan, Indiana, Ohio, West Virginia, Pennsylvania, Vermont, Maine, New Hampshire, Massachusetts, Rhode Island, Connecticut, New Jersey, Delaware, Maryland, District of Columbia, Virginia, North Carolina, South Carolina, Georgia, or Florida.
• 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:

• Time Management
• Attention to Detail