Experienced Full-Time Remote Customer Service Representative – Healthcare Industry with Comprehensive Training and Growth Opportunities

Join the Team at Optum: Delivering Care and Improving Health Outcomes Globally

Optum, a leading global organization, is dedicated to delivering care and improving health outcomes for millions of people worldwide. As a part of the UnitedHealth Group family of businesses, we are committed to harnessing the power of technology to connect people with the care, pharmacy benefits, data, and resources they need to live healthier lives. Our culture is guided by diversity and inclusion, offering talented peers, comprehensive benefits, and career development opportunities. If you're passionate about making a positive impact on the communities we serve, we invite you to join our team and start Caring. Connecting. Growing together.

About the Role: Customer Service Representative - Remote

We are seeking a highly skilled and compassionate Customer Service Representative to join our Contact Center team. As a full-time remote employee, you will have the opportunity to work independently and provide exceptional customer service support to callers, answering and resolving a wide variety of inquiries related to healthcare. This role offers a competitive salary, comprehensive training, and growth opportunities within a dynamic and supportive team environment.

Primary Responsibilities:

• Answer inbound phone calls, providing a high-quality patient/caller experience and resolving inquiries in a timely and professional manner.
• Review patient liability questions and concerns, offering solutions and support as needed.
• Schedule, reschedule, and cancel appointments, ensuring seamless coordination and communication.
• Perform referral coordination, including completing Open Referrals and managing referral tracking queues.
• Register new patients, verify patient demographics and health insurance, and update patient information in designated databases.
• Respond to general information requests and inquiries from patients, physicians, medical offices, and other callers.
• Communicate effectively and professionally, both verbally and in writing.
• Process all work-related responsibilities in an efficient, timely, and accurate manner.
• Other duties as assigned, with a focus on continuous improvement and exceptional customer service.

Requirements and Qualifications:

Essential Qualifications:

• High School Diploma or GED required.
• Must be 18 years of age or older.
• 1+ year of experience in a call center environment, answering customer service inquiries related to healthcare.
• Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
• Ability to work any 8-hour shift between 6:30am - 5:30pm PST, Monday through Friday, with flexibility to work in different time zones as needed.
• Rotating Saturday coverage may be required.

Preferred Qualifications:

• Previous experience using EPIC, a leading electronic health record system.

Skills and Competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and prioritize tasks effectively.
• Empathy and compassion for patients and callers.
• Attention to detail and accuracy in work products.
• Time management and organizational skills.

What We Offer:

Comprehensive Training and Development:

We offer a 4-5 week training program, conducted via Teams and training videos, to equip you with the knowledge and skills necessary to succeed in this role. Ongoing support and development opportunities are also available to help you grow in your career.

Work Environment and Culture:

As a remote employee, you will have the flexibility to work from home and create a dedicated workspace that meets our telecommuting requirements. Our company culture is built on diversity, inclusion, and a commitment to delivering exceptional customer service. We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Compensation and Benefits:

For California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., and Maryland residents, the hourly range for this role is $16.00 to $28.27 per hour. Pay is based on several factors, including local labor markets, education, work experience, certifications, and more. Our comprehensive benefits package includes:

• Medical, dental, and vision coverage.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution.

Why Join Us:

At Optum, we are committed to helping people live healthier lives and making the health system work better for everyone. We believe in fostering a culture of diversity, equity, and inclusion, and we are dedicated to delivering exceptional customer service and support to our members. If you share our passion for healthcare and customer service, we invite you to join our team and start Caring. Connecting. Growing together.

How to Apply:

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application today and take the first step towards a rewarding career with Optum.