Customer Support Specialist

UnitedHealth Group•Tampa, FL

2d•$18 - $32•Remote

About The Position

As a Customer Support Specialist with Optum, part of UnitedHealth Group, you will support healthcare providers through accurate communication, call management, and audit-related processes. The role involves outbound provider calls, inbound call triage, and post-payment audit processing while delivering professional and empathetic customer service. This is a national remote position, with telecommuting available from anywhere within the U.S. The position is full-time, Monday through Friday, with flexibility to work any eight-hour shift during normal business hours of 8:00 a.m. to 5:00 p.m. CST. Occasional overtime may be necessary. Paid training is provided during normal business hours. Remote employees must secure sensitive company documents, maintain a dedicated private work area separated from other living areas, and live somewhere that can receive UnitedHealth Group-approved high-speed internet or use existing high-speed internet service. Remote employees must also follow UnitedHealth Group’s Telecommuter Policy. The hourly pay range is $18.00 to $32.00 based on full-time employment. Pay depends on factors such as local labor markets, education, work experience, and certifications. Benefits are subject to eligibility requirements. Applicants must pass a drug test before beginning employment.

Requirements

High school diploma or GED.
Must be 18 years of age or older.
At least 1 year of customer service experience in healthcare, health insurance, medical billing, or a provider services environment.
At least 1 year of call center experience or experience handling a high volume of calls in a remote or virtual environment.
Experience using Microsoft Word to create correspondence and work with templates, Microsoft Excel for data entry, sorting, filtering, and working with tables, and Microsoft Outlook for email and calendar management.
Ability to work full-time Monday through Friday, with flexibility to work any eight-hour shift during normal business hours of 8:00 a.m. to 5:00 p.m. CST and occasional overtime if needed.
Ability to secure sensitive company documents, if applicable.
Ability to maintain a dedicated work area separated from other living areas that 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.
Ability to listen effectively, empathize, and reassure customers in a professional and friendly manner.
Knowledge of customer service principles and practices.
Self-directed and able to multitask.
Effective listening and communication skills.
Must adhere to UnitedHealth Group’s Telecommuter Policy when working remotely.
Must pass a drug test before beginning employment.

Nice To Haves

Healthcare customer service experience.
Knowledge of healthcare terminology, including CPT codes, provider credentials, and common billing terminology.
Knowledge of how to support provider communications and routine issue resolution while referring coding interpretation and clinical or medical review questions to the appropriate subject matter experts.

Responsibilities

Make an average of 45 outbound provider calls per day related to provider reporting based on monthly mailings and incoming provider inquiries.
Participate in daily inbound call management, scheduling, and escalation processes as a team member.
Document and correct inaccurate provider contact and address information.
Coordinate and process provider requests professionally and within required turnaround times.
Follow up with providers to obtain outstanding medical records and ensure data accuracy.
Accurately document communications and outcomes in internal systems.
Perform additional duties as assigned to support team goals and business objectives.