Patient Support Center Representative - Remote in Everett, WA

Optum; Everett (WA); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Patient Support Center Representative to join their team. This full-time role offers the flexibility of remote work after an initial training period. You will be at the forefront of customer service, assisting members with their healthcare inquiries and ensuring they receive the support they need. The company fosters a culture of diversity and inclusion, providing comprehensive benefits and opportunities for career growth. This is your chance to make a significant impact in the healthcare sector while enjoying a supportive work environment.

Benefits

Comprehensive benefits package

401k contribution

Incentive and recognition programs

Equity stock purchase

Paid training for 90 days

Qualifications

• 1+ years of customer service experience required.
• High school diploma or equivalent work experience needed.

Responsibilities

• Provide customer service support to members and providers.
• Resolve inquiries through direct phone-based interactions.

Skills

Customer Service

Problem Solving

Communication

Data Entry

Root Cause Analysis

Education

High School Diploma / GED

Tools

Microsoft Office

CRM tools

Job description

Patient Support Center Representative - Remote in Everett, WA

Join to apply for the Patient Support Center Representative - Remote in Everett, WA role at Optum

Patient Support Center Representative - Remote in Everett, WA

2 days ago Be among the first 25 applicants

Join to apply for the Patient Support Center Representative - Remote in Everett, WA role at Optum

Get AI-powered advice on this job and more exclusive features.

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Patient Support Center Representative positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. *Employees in jobs labeled with 'SCA' must support a government Service Contract Act (SCA) agreement.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 7600 Evergreen Way, Everett, WA.

We offer 90 days of paid training. The hours during training will be 8:00am to 5:00pm PST, Monday - Friday. Training will be conducted onsite.

If you are located within commutable distance to the office at 7600 Evergreen Way, Everett, WA, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities

• Applies knowledge/skills to activities that often vary from day to day.
• Demonstrates a moderate level of knowledge and skills in own function.
• Requires little assistance with standard and non-standard requests.
• Solves routine problems on own.
• Works with supervisor to solve more complex problems.
• Prioritizes and organizes own work to meet agreed upon deadlines.
• Works with others as part of a team.
• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis) -Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed -Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
• Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
• Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
• Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
• Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)
  
  

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
• 1+ years of experience in Customer Service in office setting
• Current experience as a Patient Support Representative/Customer Service Representative
• Experience with windows programs including Microsoft products
• Will be required to work onsite daily for the first 90 days of training during the normal hours of 8:00am-5:00pm Monday-Friday. After the training period this position will be a remote based position with the requirement to report on-site approximately 1 day per month
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm PST. It may be necessary, given the business need, to work occasional overtime
  
  

Telecommuting Requirements

• Reside within commutable distance to the office at 7600 Evergreen Way, 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
  
  

The hourly range for this role is $16.00 to $28.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

#RPO

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

Referrals increase your chances of interviewing at Optum by 2x

Get notified about new Support Representative jobs in Everett, WA.

Customer Service Representative - Remote in Everett, WA

Rep, Customer Experience - Remote (Bilingual Mandarin, Cantonese, Korean)

Care Connections Representative - (Must be Bilingual (Chinese, Vietnamese, Korean or Spanish) 10:30 - 7PM PST Hours

Rep, Customer Experience II (Bilingual Vietnamese, Mandarin, Cantonese or Spanish)

Sr Account Manager~Building Automation Commercial~Remote

Customer Service Representative - National Sales (Hybrid: Onsite & Remote) (West Region)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.