Customer Service Representative - Remote in Phoenix, AZ

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.

Working in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results.   Resolve routine to complex issues.

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 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.

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

If you are located in Phoenix, AZ, you will have the flexibility to work remotely* as you take on some tough challenges.

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

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  experience
• Must be 18 years of age OR older
• Customer service experience  in a call center and/or office environment
• Experience with computer in Windows based environment  
• Listening, critical thinking, decision-making, telephone, customer service and problem-solving skills
• Ability to work during our normal business hours of 8:00 am - 5:00 pm MST from Monday - Friday including the flexibility to work occasional overtime or weekends, based on the business need

Preferred Qualifications:

• Experience in a healthcare environment
• Medical Terminology
• Expanded knowledge and use of Excel
• Knowledge of insurance products preferred  
• Ability to demonstrate customer service and proper telephone etiquette
• Training in a medical office OR customer service related field  

Soft skills:

• Oral and written communication skills
• Ability to prioritize call types 

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

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy  

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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