Patient Support Center Representative

UnitedHealth Group•Everett, WA

19h•$16 - $29•Remote

About The Position

This position is Remote in Everett, WA. 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. 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization 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 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime. We offer up to 90 days of paid training. The hours during training will be 8:00 am - 5:00 pm PST from Monday - Friday. Training will be conducted virtually from your home. 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 OR equivalent work experience
Must be 18 years of age OR Older
1+ years of experience in Customer Service in office setting
Experience as a Patient Support Representative and / OR Customer Service Representative
Experience with computers and Windows based programs including Microsoft products
Ability to work any of our full time, 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime.
Reside within commutable distance to the office at 7600 Evergreen Way, Everett, WA
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

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 (e.g., recent plan changes, mass mailings, call directing / rerouting, weather emergencies)
Ask appropriate questions and listen actively to identify underlying questions / issues (e.g., root cause analysis)
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, and escalate to appropriate resources as needed
Proactively contact external resources as needed to address caller questions / issues (e.g., providers, labs, brokers)
Utilize appropriate knowledge resources to drive resolution of applicable questions / issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, Microsoft SharePoint)
Identify and communicate steps / solutions to caller questions / issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
Offer additional options to provide solutions / positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
Make outbound calls to resolve caller questions / issues (e.g., to callers, providers, brokers, pharmacies)
Drive resolution of caller questions / issues on the first call whenever possible (e.g., first - call resolution, one - and - done)
Ensure proper documentation of caller questions / issues (e.g., research conducted, steps required, final resolution)
Other duties as assigned