Patient Support Center Representative - National Remote - UnitedHealth Group

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.Join us to start Caring. Connecting. Growing together.

As a Patient Support Center Representative, you are supporting a medical call center group based out of Southern CA, taking 75+ inbound calls per day, from patients, clinical staff, and community members.  You are the first point of contact to identify the caller; patient or provider, then using the appropriate script you will assist them with scheduling, referrals, medication refills, medical advice, registration and more. In this position you can expect to be following a structured schedule and high degree of repetition daily. 

It is vital to daily operations to be able to multi-task; navigate 6+ Teams chats and multiple software applications throughout your shift. All documentation happens during the call there is no wrap up time after the call ends. Must have the flexibility to rotate shifts based on business needs.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules and rotating schedules during our normal business hours. The call center is open 24/7, 365 days per year, including holidays. It may be necessary, given the business need, to work occasional overtime or weekends. 

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Metrics measured: adherence to schedule (measured daily), quality and NPS-customer satisfaction 
• 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

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 OR equivalent experience 

• 2+ years of experience working in a customer service-based role

• Previously worked or is currently working as a contractor placed at UHG or one of its subsidiaries or affiliates 
• Ability to demonstrate proficiency using MS suite and other systems to include navigating multiple chat channels within Microsoft Teams

• Ability to work rotating shifts
• Ability to work any of our 8-hour shift schedules and rotating schedules during our normal business hours (call center is open 24/7, 365 days per year, including holidays). It may be necessary, given the business need, to work occasional overtime or weekends

• Must be 18 years of age or older

Preferred Qualifications:

• 1+ years of experience working in a healthcare setting
•  Bilingual in English and any of the following languages: Spanish, Russian, Mandarin, Cantonese, Korean or other

Telecommuting Requirements:

• 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

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $27.31 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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