Customer Service Representative

This position follows a hybrid schedule with daily on-site work for the first 3 - 6 months. After this time period, you may have the ability to work remotely with the requirement for reporting at least 1 in-office day per month. Our office is located at 3901 Hoyt Avenue, Everett, WA.
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.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime.
We offer 4 weeks of paid training. The hours during training will be 8:00 am - 5:00 pm, Monday - Friday. After training, schedule will be 9:00 am - 6:00 pm. Training will be conducted onsite for 3 - 6 months.
Primary Responsibilities:

• Managing inbound and outbound calls in a timely manner
• Assist Point Teammate in submitting daily request for referrals/authorizations
• Schedule, reschedule and coordinate all patient appointments and tests per office protocols
• Meet or exceed the performance measures established by the Practice Management Dept.
• Understand and deliver quality customer service that is consistent with Optum's service standards
• Working with multiple service lines throughout each day assisting patients with appointments, medication refills, updating insurance etc
• Work with providers and staff to ensure completeness of documentation to facilitate the referral/authorization process
• Assemble information concerning patient's clinical background, insurance and referral needs, per referral guidelines
• Point of contact for patients who raise questions and concerns
• Ensures work is being performed according to company policies, procedures, and standards
• Provides high quality care and service excellence to our patients
• Performs other administrative and clerical duties as assigned
• Participates in a variety of department initiatives
• Ensures all OSHA, HIPAA, and other regulations are followed
• Follows proper reporting protocols for any compliance or incident reporting as needed
• Maintains strict patient and employee confidentiality
• Other duties and responsibilities, not specifically described, maybe defined, or assigned from time to time, consistent with knowledge, skills and abilities of the incumbent by management

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.
Required Qualifications:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Skilled in problem solving to quickly assess current state and formulate recommendations
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work onsite at the office daily for the first 3 - 6 months. After this time period you may have the ability to work remotely with the requirement for reporting on-site at least 1 day per month
• Ability to work Monday - Friday, any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Health care experience

Telecommuting Requirements:

• Reside within commutable distance to the office at 3091 Hoyt Avenue, 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
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16.15 - $28.80 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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