Customer Service Representative

UnitedHealth Group; Las Vegas (NV); On-site; USD 22,000 - 40,000; Full time

Benefits offered by this job

Paid training onsite

Benefits package

Job summary

UnitedHealth Group is seeking a Customer Service Representative to handle inbound/outbound calls in an onsite setting in Las Vegas. You will schedule appointments, verify patient information, and coordinate with provider offices to ensure timely access to care. Overtime and weekend coverage may be required.

Paid training is provided onsite for 4–6 weeks, with multiple shift options to cover hours 7:00 am–8:00 pm. Prior call center or healthcare experience is preferred but not required.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• Ability to work full-time with rotating 8-hour shifts during business hours.

Responsibilities

• Answers a minimum of 9 calls per hour resolving moderate to complex issues.
• Schedule and verify appointments in clinical information system.
• Verify and update patient demographic and insurance information.
• Send and receive tasks to Provider offices to assist patient with access to medical care.
• Receive and process STAT, Expedited, and At-Risk priority referrals.
• Maintain a quality assurance audit score of 95% and CSAT.
• Process and resolve expedited patient complaints.
• Review and process medication refills.
• Proactive response to inquiries from patients, providers, and internal medical staff.

Skills

Customer service

Communication

Problem solving

Telephone etiquette

Education

High School Diploma or GED

Tools

Microsoft Excel

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Customer Service Representative (1063649)

Customer Service Representative (1063649)

This position is Onsite. Our office is located at 2720 N Tenaya Way, Las Vegas, NV.

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.

Working in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results. Resolve routine to complex issues.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 8:00 pm, Monday - Friday and 8:00 am - 5:00 pm, Saturday and Sunday. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 2720 N Tenaya Way, Las Vegas, NV.

We offer up to 4 - 6 weeks of paid training. Training will be onsite from 8:00 am - 5:00 pm.

Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.

Primary Responsibilities:

• Answers a minimum of 9 calls per hour resolving moderate to complex issues
• Schedule and verify appointments in clinical information system
• Verify and update patient demographic and insurance information
• Send and receive tasks to Provider offices to assist patient with access to medical care
• Receive and process STAT, Expedited, and At-Risk priority referrals
• Accuracy: Acquire no more than 12 scheduling errors in the calendar year, Maintain a quality assurance audit score of 95%, CSAT
• Process and resolve expedited patient complaints
• Review and process medication refills
• Proactive response to inquiries from patients, providers, and internal medical staff

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 work full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 8:00 pm, Monday - Friday and 8:00 am - 5:00 pm, Saturday & Sunday. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 6+ months of experience in a customer service / call center OR healthcare environment
• Training in a medical office OR customer service-related field
• Medical Terminology
• CPT and ICD - 9 coding
• Expanded knowledge and use of Microsoft Excel
• Advanced knowledge of insurance products
• Advanced computer skills in Windows environment

Soft Skills:

• Ability to demonstrate customer service and proper telephone etiquette
• Strong oral and written communication skills
• Solid listening, critical thinking, decision making, telephone, customer service and problem solving skills
• Ability to prioritize call types

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 - $29 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.