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. 

The Patient Service Representative will function as a member of Centralized Patient Scheduling team and is directed by the department manager or designee. Perform all clerical duties required to complete patient appointment/procedure scheduling, phones, and performs other related activities. Progression from one level to the next higher level depends, first on the need for a position at the higher level; second on the nature, scope and complexity of the duties assigned, and third, on an employee’s demonstrated and applied knowledge, skills and abilities. Agent must successfully complete a minimum of one (1) year in position to qualify for progression to the next higher level.

Hours: Monday-Friday 10:00am to 6:30pm PST. It may be necessary, given the business need, to work occasional overtime.

Location: 3950 Civic Center Dr. San Rafael, CA 94903.

We offer 4 weeks of on-the-job training. The hours of the training will be based on schedule different from your working hours and will be determined by your manager.

Primary Responsibilities:

• Answers multiple departmental phone calls; responding to customer requests including, and not limited to cross departmental appointment scheduling, screening and routing calls, takes messages and forward as appropriate
• Communicate with providers regarding scheduling preferences, and ability to respond to urgent patient needs in accordance with established departmental protocol
• Provide doctor-patient support using reference documents and online knowledge base tool
• Participates actively in the achievement of organizational and departmental goals
• Carry out various administrative tasks, including maintaining information and paging directory databases, and processing internal forms
• Utilize all functionality of the telephone system and electronic medical records system in performing assigned job tasks
• Resolve patient problems of a limited scope and complexity
• Meet/Exceed organizational and departmental service standards
• Abides by hospital policies on attire, work habits and relationships
• Observes confidentiality and decorum in conversation and behavior
• 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 higher)
• 2 years of customer service experience
• 1 years of experience in a healthcare background including knowledge of medical terminology
• Ability to work any of our 8-hour shift schedules during our normal business hours of 10:00am - 6:30pm PST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 2 years of clerical or secretarial experience in a health care setting with computer-based familiarity.
• EPIC experience
• Ability in database management
• Basic to intermediate skill in word processing
• Clerical or administrative support background
• Experience working in a hospital, physician's office or medical clinic setting
• Completion of business school or related training, including computer courses
• Experience working within the health care Industry and with health care insurance
• Ability to learn and operate any and all computerized radiology information systems
• Bilingual in Spanish and English

Soft Skills:

• Ability to multitask
• Ability to operate standard business machines, such as personal computer, fax machines and copier
• Ability to multi-task, working in multiple systems at a time
• Ability to organize and prioritize multiple tasks despite frequent interruptions
• Ability to work collaboratively with team members, hospital staff, physicians, and outside agencies
• Demonstrated interpersonal skills to deal effectively and courteously with a diverse group of internal and external visitors and callers 

California Residents Only: The hourly range for California residents is $16.54 to $32.55 per hour. 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.

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.

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