Customer Service Representative

UnitedHealth Group•Minneapolis, MN

45d•$16 - $28•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Explore opportunities with Optum, in strategic partnership with ProHealth Care. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect and ensures high-quality care delivery to our patients. Join us in making an impact as an Optum Team Member supporting Pro Health Care and discover the meaning behind Caring. Connecting. Growing together. This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 07:00AM – 07:00PM CST. It may be necessary, given the business need, to work occasional overtime or weekend shifts. This will be on the job training and the hours during training will be normal business hours, Monday - Friday. 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
Must be 18 years or older
1+ years of experience working in a role with a high volume of either inbound or outbound calls
1+ years of experience in customer service
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work any eight-hour shift between 07:00AM – 07:00PM CST, Monday – Friday, with occasional weekend shifts per business need
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
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Proficient conflict management skills to resolve issues in a stressful situation
Problem solving and analytical skills
Ability to handle multiple tasks and meet deadlines within standards
Adaptable and flexible with the ability to accept, create and manage change
Interpersonal and communication (including excellent verbal and writing skills)
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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
1+ years of experience in healthcare customer service
1+ years of experience in a role that requires patient interaction, either in person or over the phone
Healthcare experience
Bilingual fluency in English and Spanish
Experience working within financial counseling in a Hospital or Physician office, including demonstrated success obtaining patient demographic and financial information

Responsibilities

Handle inbound/outbound phone calls from customers and identify the type of assistance the customer needs
Ensures timely and accurate documentation of all notes and encounters in applicable database
Ability to handle sensitive information and maintain HIPAA compliance
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Assist with appointment scheduling and completing eligibility screening with callers
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues