Customer Service Representative

UnitedHealth Group•Everett, WA

9h•$16 - $29•Hybrid

About The Position

This position at Optum follows a hybrid schedule, requiring 3-6 months onsite for training and initial work, with potential for remote work afterward, subject to team performance and a minimum of one onsite day per month. Optum is a global organization leveraging technology to improve health outcomes by connecting people with care, pharmacy benefits, data, and resources. The role offers a culture of inclusion, talented peers, comprehensive benefits, and career development opportunities. This is a full-time position, Monday through Friday, with normal business hours from 9:00am to 6:00pm, and occasional overtime may be required. Training will be paid for 4 weeks, conducted onsite from 8:00am to 5:00pm, Monday through Friday.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Skilled in problem solving to quickly assess current state and formulate recommendations
Will be required to work onsite at the 3091 Hoyt Avenue, Everett, WA office daily for the first 3 - 6 months. After this time period you may have the ability to work remotely with the requirement on reporting on-site at least 1 day per month
Ability to work Monday - Friday, during our normal business hours of 9:00am - 6:00pm, including the flexibility to work occasional overtime, based on the business need.

Nice To Haves

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
Health care experience

Responsibilities

Managing inbound and outbound calls in a timely manner
Assist Point Teammate in submitting daily request for referrals/authorizations
Schedule, reschedule and coordinate all patient appointments and tests per office protocols
Meet or exceed the performance measures established by the Practice Management Dept.
Understand and deliver quality customer service that is consistent with Optum’s service standards
Working with multiple service lines throughout each day assisting patients with appointments, medication refills, updating insurance etc.
Work with providers and staff to ensure completeness of documentation to facilitate the referral/authorization process
Assemble information concerning patient’s clinical background, insurance and referral needs, per referral guidelines
Point of contact for patients who raise questions and concerns
Ensures work is being performed according to company policies, procedures, and standards
Provides high quality care and service excellence to our patients
Performs other administrative and clerical duties as assigned
Participates in a variety of department initiatives
Ensures all OSHA, HIPAA, and other regulations are followed
Follows proper reporting protocols for any compliance or incident reporting as needed
Maintains strict patient and employee confidentiality
Other duties and responsibilities, not specifically described, maybe defined, or assigned from time to time, consistent with knowledge, skills and abilities of the incumbent by management