Patient Support Center Representative

Taleo; Maryland Heights (MO); Remote; USD 22,000 - 40,000; Full time

Benefits offered by this job

Remote work

Paid training

5 weeks training

Job summary

UnitedHealth Group is seeking a Patient Support Center Representative in Maryland Heights, MO to assist patients, manage benefits, and coordinate care from a remote setting within US time zones.

This full-time role offers 5 weeks of paid training, requires 2+ years of customer service experience, and strong Microsoft Office/Teams skills, with growth opportunities within the Optum network.

Qualifications

• High School Diploma or GED or equivalent.
• 2+ years in a customer service role.
• Ability to use Microsoft Office and Teams.
• Fast typing (40+ WPM) and data-entry accuracy.
• Ability to work full-time shifts 8:00 AM–5:00 PM Pacific and overtime as needed.

Responsibilities

• Meet performance goals for patient satisfaction, accuracy, quality, and attendance.
• Assist internal and external customers with complex information as a patient advocate.
• Use Optum systems to handle appointments, authorizations, claims, benefits, and billing.
• Support team with daily workload and document patient issues.

Skills

Customer service experience

Typing 40+ WPM

MS Teams proficiency

MS Office proficiency

Multitasking with multiple monitors

Bilingual English/Spanish

Education

High School Diploma / GED

Tools

Microsoft Teams

Microsoft Office

Job description

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

Job Description - Patient Support Center Representative (1063277)

Job Number:

Patient Support Center Representative (1063277)

This position is Remote in Eastern, Central, and Mountain Time Zones. 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.

This position is full time (40 hours / week), Monday-Friday Employees are required to work any of our 8-hour shift schedules during our normal business hours 8:00am-5:00pm Pacific (Department is 24 / 7). It may be necessary, given the business need, to work year - round, occasional overtime, weekends, and holidays.

We offer 5 weeks of paid on-the-job training. The hours of training will be 8:00 AM - 4:30 PM PST.

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

Primary Responsibilities:

• Meet the performance goals established for the position in the areas of patient satisfaction, accuracy, quality, and attendance.
• Meet department standards to adherence metric.
• Adherence metric is evaluated daily.
• Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care, and concern with every internal and external customer.
• Multi - task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines.
• Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate.
• Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and / or document patient issues.
• Recognizes financial, medical, and legal risks based on data collected during customer interactions and follows appropriate procedures.
• Utilizes Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
• Translates oral information into concise and accurate written documentation per guidelines.
• Assists new or potential members in the choice of PCP and supplies general information about medical group.
• Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH).
• Data enters PCP changes into the system and processes paperwork as necessary.

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 experience
• Must be 18 years of age OR older
• 2+ years of experience with working in a customer service - based role
• Ability to demonstrate proficiency with using Microsoft suite and other systems to include navigating multiple chat channels within Microsoft Teams
• Ability to type at the speed of 40+ WPM
• Ability to work any of our full time (40 hours / week) Monday-Friday, 8-hour shift schedules during our normal business hours 8:00am-5:00pm Pacific, including the flexibility to work year - round, occasional overtime, weekends, and holidays based on business need

Preferred Qualifications:

• 1+ years of experience with working in a healthcare setting
• 1+ years of experience in a call center environment
• Experience with working in a virtual environment
• Experience in working with multiple computer screens while speaking to customer
• Bilingual Fluency in English and Spanish

Telecommuting Requirements:

• Reside within Eastern, Central or Mountain Time Zones
• 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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)

*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 salary for this role will range from $16 - $29 hourly based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

Job

Phone Support

Primary Location

US-MO-Maryland Heights

Other Locations

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.