Customer Service Representative

UnitedHealth Group•Everett, WA

5d•$16 - $29•Hybrid

About The Position

This position follows a hybrid schedule with daily on-site work for the first 3 - 6 months. After this time period, you may have the ability to work remotely with the requirement for reporting at least 1 in-office day per month. Our office is located at 3901 Hoyt Avenue, Everett, WA. 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime. We offer 4 weeks of paid training. The hours during training will be 8:00 am - 5:00 pm, Monday - Friday. After training, schedule will be 9:00 am - 6:00 pm. Training will be conducted onsite for 3 - 6 months. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
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
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work onsite at the office daily for the first 3 - 6 months. After this time period you may have the ability to work remotely with the requirement for reporting on-site at least 1 day per month
Ability to work Monday – Friday, any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime

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