Patient Support Advocate

UnitedHealth Group•Las Vegas, NV

2h•Remote

About The Position

This position is a full-time, remote role within the Mountain or Pacific Time zone, offering flexibility in work location. Optum is a global organization dedicated to improving health outcomes through technology, connecting individuals with care, pharmacy benefits, data, and resources. The company fosters a culture of inclusion, provides comprehensive benefits, and offers career development opportunities. As a Patient Support Center Representative, you will act as a patient advocate, resolving issues related to claims, benefit referrals, physicians, and access. Key responsibilities include managing a high volume of inbound calls, accurately entering patient information into systems, and providing excellent customer service. You will also serve as a liaison between patients and various departments or other Optum sites. The role requires working 40 hours per week, with flexibility to work any 8-hour shift between 8:00am - 8:00pm, Monday - Friday, or 8:00am - 6:00pm PST, Saturday - Sunday. Occasional overtime may be required based on business needs. The position includes 30 to 90 days of paid, virtual training, conducted Monday - Friday from 8:00am to 5:00pm.

Requirements

High School Diploma / GED OR equivalent experience
Must be 18 years of age OR older
1+ years of working in a customer service-based role
Ability to use the Microsoft Office Suite and other systems proficiently
Ability to work full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm, Monday - Friday OR 8:00am to 6:00pm PST, Saturday to Sunday. It may be necessary, given the business need, to work occasional overtime
Reside within Mountain or Pacific Time zone
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
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

1+ years of working in a healthcare setting
Bilingual fluency in English and Other language

Responsibilities

Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care and concern with each and every internal and external customer
Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines
Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate
Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues
Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures
Meet department goals which include but not limited to call volume, accuracy, quality, and attendance
Utilizes Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs
Translates oral information into concise and accurate written documentation per guidelines
Assists new or potential members in the choice of PCP and supplies general information about medical group
Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH)
Data enters PCP changes into the system and processes paperwork as necessary