Customer Service Representative - National Remote

Lensa; Minneapolis (MN); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading healthcare organization as a Customer Service Representative, where you will advocate for patients by resolving issues related to claims and benefits. This full-time remote role requires strong communication skills and customer service experience. You'll work in a supportive environment with comprehensive benefits, including training and flexible shifts. Make a meaningful impact on health outcomes while enjoying a diverse and inclusive workplace.

Benefits

Comprehensive benefits

Incentives

Stock purchase options

401k

Qualifications

• At least 2 years of customer service experience in healthcare or insurance.
• Flexibility to rotate shifts, including weekends and holidays.

Responsibilities

• Assist members and answer questions.
• Handle an average of 50 calls per shift.
• Resolve routine requests independently.

Skills

Active listening

Compassionate communication

Conflict management

Education

High School Diploma / GED

Tools

Electronic Medical Records systems

EPIC system

Multi-line telephones

Job description

Customer Service Representative - National Remote

1 day ago Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, UnitedHealth Group, is seeking professionals. Apply via Lensa today!

Optum, a global organization, delivers care aided by technology to help millions live healthier lives. Your work will directly impact health outcomes by connecting people with care, pharmacy benefits, data, and resources. We foster a culture of diversity and inclusion, offer comprehensive benefits, and support career development. Join us to make an impact and help advance health equity worldwide.

As a Patient Support Center Representative, you will act as a patient advocate, resolving issues related to claims, benefits referrals, physicians, and access. You will assist with patient education, ensure delivery of services, and serve as a liaison between patients and other departments. You will also support fellow representatives and supervisors with daily tasks to resolve or document patient issues.

This full-time position (40 hours/week) requires flexibility to work during our business hours of 08:00am – 05:00pm PST, with possible shift rotations including weekends and holidays. We provide 2-3 weeks of on-the-job training scheduled to suit your availability. Telecommuting from anywhere within the U.S. is supported.

Primary Responsibilities

• Apply knowledge and skills to varied daily activities.
• Assist members and answer questions.
• Handle an average of 50 calls per shift.
• Demonstrate moderate knowledge and skills in your function.
• Resolve routine requests independently and escalate complex issues.
• Prioritize and organize work to meet deadlines.
• Collaborate as part of a team.
• Understand factors influencing caller questions, such as recent plan changes or emergencies.
• Ask relevant questions and actively listen to identify issues.
• Gather data, perform initial investigations, and determine scope.
• Coordinate internal and external resources to resolve issues.
• Use knowledge resources to drive resolutions.
• Communicate steps and solutions effectively.
• Offer additional options for positive outcomes.
• Make outbound calls to resolve issues.
• Aim for first-call resolution and proper documentation.

Required Qualifications

• High School Diploma / GED or equivalent experience.
• Must be 18+ years old.
• At least 2 years of customer service experience in healthcare or insurance.
• Experience with Electronic Medical Records systems.
• Experience with multi-line telephones.
• Flexibility to rotate shifts, including weekends and holidays.

Preferred Qualifications

• Experience with EPIC system.
• Bilingual in English and Spanish, Farsi, Tagalog, Vietnamese, Mandarin, or Korean.

Telecommuting Requirements

• Secure handling of sensitive documents.
• Dedicated, private work area.
• High-speed internet connection.

Soft Skills

• Active listening, rapport building, and compassionate communication.
• Conflict management skills.
• Adherence to telecommuting policies.

The hourly rate ranges from $16.00 to $28.85, depending on various factors. Benefits include comprehensive packages, incentives, stock purchase options, and 401k. The application remains open for at least 2 days or until enough candidates are collected.

UnitedHealth Group is committed to diversity, equity, and inclusion, and is an Equal Opportunity Employer. We require drug testing and compliance with all applicable laws.