[Hiring] Bilingual English and Spanish Patient Support Center Representative @UnitedHealth Group

Role Description

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.

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions, and your energy to work in a fast-growing environment.

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), Tuesday - Saturday. Employees are required to work any of our 8-hour shift schedules during our normal business hours 8:00am - 6:00pm 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.

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.
• Consistently exhibit behavior and communication skills that demonstrate Optum's commitment to superior customer service.
• Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines.
• Provide services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate.
• Assist other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues.
• Recognize financial, medical, and legal risks based on data collected during customer interactions and follow appropriate procedures.
• Utilize Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
• Translate oral information into concise and accurate written documentation per guidelines.
• Assist new or potential members in the choice of PCP and supply general information about medical group.
• Page clinicians and assist Telehealth Nurses as necessary (e.g., arranging DME, transportation, and HH).
• Data enter PCP changes into the system and process 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.

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
• Bilingual Fluency in English and Spanish
• Ability to demonstrate proficiency with using Microsoft suite and other systems
• Ability to type at the speed of 40+ WPM
• Ability to work any of our full-time (40 hours/week) Tuesday-Saturday, 8-hour shift schedules during our normal business hours 8:00am-6:00pm Pacific

Requirements

• 1+ years of experience with working in a healthcare setting (preferred)
• 1+ years of experience in a call center environment (preferred)
• Experience with working in a virtual environment (preferred)
• Experience in working with multiple computer screens while speaking to customer (preferred)

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

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• Hourly pay for this role will range from $16.15 - $28.80 per hour based on full-time employment

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.