Customer Service (Call Center) - Hybrid after Training - San Juan, PR

UnitedHealth Group•San Juan, PR

5d•Hybrid

About The Position

The Customer Service Representative is responsible for providing telephonic support to patients, customers, and providers. This role involves handling inbound and outbound calls, scheduling appointments, verifying insurance, and updating patient records. The representative will apply moderate knowledge and skills to resolve routine issues independently and collaborate with supervisors for more complex matters. This position requires solid communication, organizational, and technical skills to ensure high-quality service delivery.

Requirements

1+ years of customer service experience in a fast-paced environment
Experience with Microsoft Word/Excel or Google Docs/Sheets
Verbal and written professional proficiency in both English and Spanish
Proven ability to learn and navigate complex computer systems
Proven ability to troubleshoot and follow up on customer issues
Ability to commit to a 40-hour workweek during standard business operating hours, Monday through Sunday, between 7:00 AM and 11:00 PM.
Ability to work in a 24/7 operational environment which operates on weekends and holidays, and based on business needs, overtime may be warranted.

Nice To Haves

Experience in medical/dental office or scheduling environment
Familiarity with healthcare terminology and benefit structures
Understanding of HIPAA and other regulatory requirements

Responsibilities

Handle inbound and outbound calls to identify patient needs and provide appropriate support
Schedule, reschedule, confirm, and cancel patient appointments
Accurately enter and update patient information in the scheduling system
Verify insurance eligibility and identify payer sources
Review and update patient demographics and consent forms
Create new patient accounts when necessary
Transfer calls or relay messages to physicians and nurses
Import registration documents into electronic health records
Maintain patient confidentiality in accordance with company policies and HIPAA regulations
Resolve caller inquiries using internal resources and escalate when needed
Document all interactions and resolutions accurately
Manage a customer call while maintaining performance and Quality standards.
Other duties may apply