Patient Support Center Representative - Remote in Everett, WA

UnitedHealth Group • Everett, WA

137d • $16 - $28 • Remote

About The Position

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. Patient Support Center Representative positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with 'SCA' must support a government Service Contract Act (SCA) agreement. 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 8:00am - 5:00pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 7600 Evergreen Way, Everett, WA. We offer 90 days of paid training. The hours during training will be 8:00am to 5:00pm PST, Monday - Friday. Training will be conducted onsite. If you are located within commutable distance to the office at 7600 Evergreen Way, Everett, WA, you will have the flexibility to work remotely as you take on some tough challenges.

Requirements

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR Older.
• 1+ years of experience in Customer Service in office setting.
• Current experience as a Patient Support Representative/Customer Service Representative.
• Experience with windows programs including Microsoft products.
• Will be required to work onsite daily for the first 90 days of training during the normal hours of 8:00am-5:00pm Monday-Friday.
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm PST.

Responsibilities

• Applies knowledge/skills to activities that often vary from day to day.
• Demonstrates a moderate level of knowledge and skills in own function.
• Requires little assistance with standard and non-standard requests.
• Solves routine problems on own.
• Works with supervisor to solve more complex problems.
• Prioritizes and organizes own work to meet agreed upon deadlines.
• Works with others as part of a team.
• Demonstrate understanding of internal/external factors that may drive caller questions/issues.
• Ask appropriate questions and listen actively to identify underlying questions/issues.
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue.
• Identify and coordinate internal resources across multiple departments to address client situations.
• Proactively contact external resources as needed to address caller questions/issues.
• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues.
• Identify and communicate steps/solutions to caller questions/issues.
• Offer additional options to provide solutions/positive outcomes for callers.
• Make outbound calls to resolve caller questions/issues.
• Drive resolution of caller questions/issues on the first call whenever possible.
• Ensure proper documentation of caller questions/issues.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees