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Patient Support Center Representative - National Remote

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Optum

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Dallas
    Remote

AI generated summary

  • You need a HS diploma, 2+ years customer service, healthcare experience, bilingual in English/Spanish, typing 40+ WPM, and a secure remote workspace with high-speed internet.
  • You will manage patient interactions, ensure satisfaction, resolve issues, document information, assist with appointments and authorizations, and support team members in daily tasks using Optum systems.

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 (Department is 24 / 7), including the flexibility to work year - round, occasional overtime, weekends, and holidays based on business need
  • 1+ years of experience with working in a healthcare setting
  • Bilingual fluency in English and Spanish
  • Previous experience with working in a virtual environment
  • Previous experience in working with multiple computer screens while speaking to customer
  • 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

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.

FAQs

Do we support remote work?

Yes, this position allows for full remote work from anywhere within the U.S.

What are the working hours for this role?

The position requires full-time hours, with 8-hour shifts scheduled during our normal business hours, as the department operates 24/7.

Is there training provided for this position?

Yes, we offer 5 weeks of paid on-the-job training.

What are the primary responsibilities of the Patient Support Center Representative?

Responsibilities include assisting customers with healthcare services, data entry, patient advocacy, and resolving complex issues.

What qualifications are required for this role?

Required qualifications include a High School Diploma or equivalent, 2+ years of customer service experience, proficiency with Microsoft applications, and the ability to work flexible hours.

Is bilingualism a preferred qualification?

Yes, bilingual fluency in English and Spanish is preferred.

Are there any specific equipment requirements for remote work?

Yes, employees must have a dedicated work area, secure sensitive documents, and have access to a high-speed internet connection.

What are the benefits offered for this role?

Benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contributions.

Is prior experience in a healthcare setting necessary?

While not required, having 1+ years of experience in a healthcare setting is preferred.

Will I need to work on weekends or holidays?

Yes, you may be required to work occasional overtime, weekends, and holidays based on business needs.

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Optum

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Optum is a health services and technology company that provides a wide range of solutions to improve healthcare delivery and outcomes. They offer services in healthcare management, data analytics, pharmacy benefit management, and technology solutions to healthcare providers, payers, employers, and government agencies. Optum's ultimate mission is to improve the health system's efficiency and effectiveness, creating a healthier world for everyone. Their purpose lies in collaborating with healthcare partners to address complex challenges, such as improving care coordination, reducing healthcare costs, and enhancing patient experiences. By leveraging data-driven insights and innovative technology, Optum aims to empower healthcare professionals and organisations to deliver high-quality, patient-centered care and drive positive healthcare outcomes for individuals and communities worldwide.

Culture & Values

  • Integrity

    Honour commitments. Never compromise ethics.

  • Compassion

    Walk in the shoes of people we serve and those with whom we work.

  • Relationships

    Build trust through collaboration.

  • Innovation

    Invent the future, learn from the past.

  • Performance

    Demonstrate excellence in everything we do.