Customer Service Representative - Remote Eligible

Explore Opportunities With Optum

This position is national remote. You'll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Explore opportunities with Optum, in strategic partnership with ProHealth Care. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion, and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect, and ensures high-quality care delivery to our patients. Join us in making an impact as an Optum Team Member supporting Pro Health Care and discover the meaning behind Caring. Connecting. Growing Together.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 7:00 pm CST. It may be necessary, given the business need, to work occasional overtime or weekend shifts. This will be on the job training and the hours during training will be normal business hours, Monday - Friday.

Primary Responsibilities

• Handle inbound/outbound phone calls from customers and identify the type of assistance the customer needs
• Ensures timely and accurate documentation of all notes and encounters in applicable database
• Ability to handle sensitive information and maintain HIPAA compliance
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist with appointment scheduling and completing eligibility screening with callers
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 or older
• 1+ years of experience working in a role with a high volume of either inbound or outbound calls
• 1+ years of experience in customer service
• 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 shift between the hours of 7:00 am - 7:00 pm CST from Monday - Friday including the flexibility to work occasional overtime or weekend shifts per business need

Preferred Qualifications

• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• 1+ years of experience in a role that requires patient interaction, either in person or over the phone
• 1+ years of experience in healthcare customer service
• Healthcare experience
• Bilingual fluency in English and Spanish
• Experience working within financial counseling in a hospital or Physician office, including success obtaining patient demographic and financial information

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

Soft Skills

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation
• Problem solving and analytical skills
• Ability to handle multiple tasks and meet deadlines within standards
• Adaptable and flexible with the ability to accept, create and manage change
• Interpersonal and communication (including excellent verbal and writing skills)

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 deserves the opportunity to live their healthiest life. UnitedHealth Group is an Equal Employment Opportunity employer 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.

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