Customer Service Representative - Remote Eligible

Contact Center Apprenticeship Program

This position is remote in Central Time Zone, Eastern Time Zone, or Mountain Time Zone. 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 our Contact Center Apprenticeship program. This program is meant for someone, like you, who is interested in developing new knowledge in the healthcare industry. Training classes start soon - apply today!

As part of our Contact Center team, the quality of support you deliver will directly translate into better care for their patients. 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 8:00-5:30 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. We offer 4 weeks of training and are with various team members. It is done via Teams and some training videos. Hours are to be confirmed, but it is generally between 8:00-5:30 PST.

Primary Responsibilities

• Answers inbound phone calls while providing high-quality patient/caller experience.
• Reviews 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.

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
• Ability to work any 8-hour work shift between the hours of 8:00-5:30 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.

Preferred Qualifications

• Experience using EPIC

Telecommuting Requirements

• Reside within Central Time Zone, Eastern Time Zone, 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.

Soft Skills

• Time Management
• Attention to Detail
• Empathy

All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly pay for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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