Patient Support Center Representative

About the position

As a Patient Support Center Representative at Optum, you will play a crucial role in delivering care and support to patients, leveraging technology to enhance health outcomes. This position is designed for individuals located within the Mountain Standard Time (MST) or Central Standard Time (CST) zones, allowing for the flexibility to work remotely. You will be part of a dedicated team that is committed to connecting individuals with the necessary care, pharmacy benefits, and resources to help them lead healthier lives. The culture at Optum is deeply rooted in diversity and inclusion, providing a supportive environment where talented peers collaborate to make a significant impact on the communities we serve. Your work will directly contribute to advancing health equity on a global scale, making this an opportunity to not only grow your career but also to make a meaningful difference in people's lives. This full-time position requires a commitment of 40 hours per week, with the department operating 24/7. You will need to be flexible in your availability to work any of the 8-hour shift schedules during normal business hours. The role may also require occasional overtime, including working on holidays, depending on business needs. To ensure you are well-prepared for your responsibilities, you will undergo three weeks of on-the-job training, with training hours aligned to your schedule. As a telecommuter, you will be expected to adhere to UnitedHealth Group's Telecommuter Policy, ensuring that you maintain a secure and dedicated workspace that allows for privacy and productivity.

Responsibilities
? Meet the performance goals established for the position in the areas of patient satisfaction, accuracy, quality, and attendance.
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? Meet department standards to adherence metric, evaluated daily.
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? Exhibit behavior and communication skills that demonstrate Optum's commitment to superior customer service.
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? Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines.
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? Provide services to internal and external customers involving the exchange of complex and sensitive information while acting as a patient advocate.
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? Assist other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues.
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? Recognize financial, medical, and legal risks based on data collected during customer interactions and follow appropriate procedures.
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? Utilize Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, and TARs.
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? Translate oral information into concise and accurate written documentation per guidelines.
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? Assist new or potential members in the choice of PCP and supply general information about the medical group.
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? Page clinicians and assist Telehealth Nurses as necessary, including arranging DME, transportation, and HH.
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? Data enter PCP changes into the system and process paperwork as necessary.

Requirements
? High School Diploma / GED or equivalent experience.
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? Must be 18 years of age or older.
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? 2+ years working in a customer service-based role.
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? Ability to demonstrate proficiency using Microsoft suite and other systems, including navigating multiple chat channels within Microsoft Teams.
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? Ability to work full time (40 hours/week) with flexibility to work any of the 8-hour shift schedules during normal business hours.

Nice-to-haves
? 1+ years working in a healthcare setting.
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? Bilingual fluency in English and any of the following languages: Spanish, Russian, Mandarin, Cantonese, Korean, or other.

Benefits
? Comprehensive benefits package
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? Incentive and recognition programs
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? Equity stock purchase
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? 401k contribution

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