Customer Service Representative

UnitedHealth Group•Las Vegas, NV

14d•$16 - $29•Onsite

About The Position

This position is Onsite. Our office is located at 2720 N Tenaya Way, Las Vegas, NV. 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. Working in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results. Resolve routine to complex issues. This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm Monday-Friday and 8:00am-5:00pm Saturday & Sunday. It may be necessary, given the business need, to work occasional overtime. We offer up to 4-6 weeks of paid training. Training will be onsite from 8:00am-5:00pm.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm Monday-Friday and 8:00am-5:00pm Saturday & Sunday. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

6+ months experience in a customer service/call center or healthcare environment
Training in a medical office or customer service-related field
Medical Terminology
CPT and ICD - 9 coding
Expanded knowledge and use of Microsoft Excel
Advanced knowledge of insurance products
Advanced computer skills in Windows environment
Ability to demonstrate customer service and proper telephone etiquette
Strong oral and written communication skills
Solid listening, critical thinking, decision making, telephone, customer service and problem solving skills
Ability to prioritize call types

Responsibilities

Answers a minimum of 9 calls per hour resolving moderate to complex issues.
Schedule and verify appointments in clinical information system.
Verify and update patient demographic and insurance information.
Send and receive tasks to Provider offices to assist patient with access to medical care.
Receive and process STAT, Expedited, and At-Risk priority referrals.
Extreme high volume data entry.
Accuracy: Acquire no more than 12 scheduling errors in the calendar year, Maintain a quality assurance audit score of 95%25, CSAT
Process and resolve expedited patient complaints.
Review and process medication refills.
Proactive response to inquiries from patients, providers, and internal medical staff.