Customer Service Representative

UnitedHealth Group•Morrisonville, NY

36d•$16 - $28•Remote

About The Position

If you are located within Mainland USA, you will have the flexibility to work remotely as you take on some tough challenges. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. 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 strong communication, organizational, and technical skills to ensure high-quality service delivery. This position is fulltime. Must be available to work any 8-hour shift between 8:00 AM and 8:00 PM EST, including weekends. Final shift assignments will be provided after training and may vary based on business needs. We offer 8 weeks of on-the-job training. The hours during training will be 8:30 AM - 5:00 PM EST from Monday - Friday.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
1+ year of experience scheduling patient appointments in a call center or high-volume call environment
6+ months of experience with Microsoft Word/Excel or Google Docs/Sheets.
Must be available to work any 8-hour shift between 8:00 AM and 8:00 PM EST, including weekends. Final shift assignments will be provided after training and may vary based on business needs.
Must be available to train for the first 8 weeks, Monday through Friday, from 8:30 AM to 5:00 PM EST. 100% attendance is required during the first four weeks of training. Time-off requests for remaining training period will be reviewed on a case-by-case basis
Remote in Mainland USA
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
Strong interpersonal and active listening skills.
Detail-oriented with effective written communication.
Ability to learn and navigate complex computer systems.
Professional, courteous, and cooperative demeanor.
Ability to troubleshoot and follow up on customer issues
Remote work environment.
Prolonged periods of sitting.
Extensive use of phone and computer systems, including the ability to multitask across dual monitors.
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Nice To Haves

Bilingual Proficiency in English and Spanish
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 facilities, physicians and/or nurses.
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.