[Hiring] Patient Support Advocate @UnitedHealth Group

Role Description

This position is Remote in Mountain OR Pacific Time Zone. You will have the flexibility to work remotely as you take on some tough challenges.

As a Patient Support Center Representative, you will be responsible for acting as a patient advocate to help resolve patient issues pertaining to claims, benefit referrals, physicians, and access. You will also be responsible for managing a high volume of inbound calls, entering patient information into information systems, and resolving caller’s issues with outstanding customer service skills. In addition, you will serve as a liaison between the patient and other departments and Optum sites.

This position is full time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm, Monday - Friday OR 8:00 am - 6:00 pm PST, Saturday - Sunday. It may be necessary, given the business need, to work occasional overtime.

We offer 30 to 90 days of paid training. The hours of training will be 8:00 am - 5:00 pm, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care, and concern with each and 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.
• Meets department goals which include but are not limited to call volume, accuracy, quality, and attendance.
• 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 the 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.

Qualifications

• High School Diploma / GED OR equivalent experience.
• Must be 18 years of age OR older.
• 1+ years of experience working in a customer service-based role.
• Proficiency in using Microsoft Suite and other systems.
• Ability to work full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm, Monday - Friday OR 8:00 am - 6:00 pm PST, Saturday - Sunday. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

• 1+ years of experience working in a healthcare setting.
• Bilingual fluency in English and another language.

Telecommuting Requirements

• Reside within Mountain OR Pacific Time Zone.
• 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 and 401k contribution (all benefits are subject to eligibility requirements).

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.