Customer Service Representative

This position is Remote in Phoenix, AZ. If you are located within commutable distance to the office at 20414 North 27th Ave Phoenix, AZ, 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 Monday – Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00am – 5:00pm MST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 20414 North 27th Avenue, Phoenix, AZ 85027.

We offer up to 12 weeks of paid training. The hours during training will be 8:00am to 5:00pm MST, Monday – Friday.  Training will be conducted onsite, when they lose internet access at home they can come to the office.

Primary Responsibilities:

• Answers a minimum of 10 calls from patients, 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; expedite stat and at-risk referrals
• Contact patients to inform of appointment and referral status
• Extreme high volume data entry
• Process and resolve expedited patient complaints
• Review and processing of medication refills
• Proactive response to inquiries from patients, Providers, and internal medical personnel
• Other duties as assigned

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
• Customer service experience in a call center and / or office environment
• Experience with computers in Windows based environment  
• Listening, critical thinking, decision-making, telephone, customer service and problem-solving skills
• Ability to work full-time Monday – Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8am – 5pm MST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 20414 North 27th Avenue, Phoenix, AZ 85027.

Preferred Qualifications:

• Experience in a healthcare environment
• Medical Terminology
• Expanded knowledge and use of Excel
• Knowledge of insurance products
• Training in a medical office OR customer service-related field

Telecommuting Requirements:

• Reside within 20414 North 27th Avenue, Phoenix, AZ 85027.
• 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.

Soft skills:

• Oral and written communication skills
• Ability to prioritize call types
• Ability to demonstrate customer service and proper telephone etiquette

*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 $16.00 – $27.69 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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