Bilingual English and Spanish Patient Support Center Representative - Fontana, CA

UnitedHealth Group • Fontana, CA

383d • $16 - $28

About The Position

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast-growing environment. 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.

Requirements

• High School Diploma / GED OR equivalent work experience
• MA (Medical Assistant certification)
• Must be 18 years of age OR older
• 2+ years of experience with working in a customer service-based role
• Bilingual fluency in English and Spanish
• Previously worked OR is currently working as a contractor placed at UHG OR one of its subsidiaries OR affiliates
• Ability to demonstrate proficiency with using Microsoft Suite and other systems to include navigating multiple chat channels within Microsoft Teams
• Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 8:00 AM - 5:00 PM PST.

Nice To Haves

• 1+ years of experience with working in a healthcare setting

Responsibilities

• Support a medical call center group based out of Southern CA, taking 75+ inbound calls per day from patients, clinical staff, and community members.
• Identify the caller; patient or provider, and assist them with scheduling, referrals, medication refills, medical advice, registration, and more using appropriate scripts.
• Follow a structured schedule and manage a high degree of repetition daily.
• Multi-task by navigating 6+ Teams chats and multiple software applications throughout the shift.
• Document all interactions during the call without wrap-up time after the call ends.
• Meet performance goals in patient satisfaction, accuracy, quality, and attendance.
• Exhibit behavior and communication skills that demonstrate commitment to superior customer service.
• Provide services involving the exchange of complex and sensitive information while acting as a patient advocate.
• Assist other Patient Support Center Representatives and Supervisors with daily paperwork load as needed.
• Recognize financial, medical, and legal risks based on data collected during customer interactions and follow appropriate procedures.
• Utilize Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
• Translate oral information into concise and accurate written documentation per guidelines.
• Assist new or potential members in the choice of PCP and supply general information about the medical group.
• Page clinicians and assist Telehealth Nurses as necessary.
• Data enter PCP changes into the system and process paperwork as necessary.

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Paid on-the-job training for 4 weeks
• Flexible work hours with occasional overtime as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees