Customer Service Representative
This position is Remote in Mountain OR Central Time Zone or one of the following states - Connecticut, Delaware, Florida, Georgia, , Indiana, Maine, Maryland, Massachusetts, Michigan, Nevada, New Hampshire, New Jersey, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, Washington, West Virginia. You will have the flexibility to work remotely as you take on some tough challenges.
Opportunities with ProHealth Care, part of the Optum family of businesses. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion, and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect, and ensures high-quality care delivery to our patients. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 AM - 7:00 PM CST, Monday - Thursday and Friday 7:00 AM - 5:00 PM CST. It may be necessary, given the business need, to work occasional overtime. Final shift will be assigned after training is completed.
We offer 4-6 weeks of paid on-the-job training and the hours during training will be normal business hours, Monday - Friday.
Primary Responsibilities:
- Handle inbound/outbound phone calls from customers and identify the type of assistance the customer needs.
- Ensures timely and accurate documentation of all notes and encounters in applicable database.
- Ability to handle sensitive information and maintain HIPAA compliance.
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Assist with appointment scheduling and completing eligibility screening with callers.
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
- Must be 18 years or older
- 1+ years of experience working in a role with a high volume of either inbound or outbound calls.
- 1+ years of experience in customer service
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 AM - 7:00 PM CST, Monday - Thursday and Friday 7:00 AM - 5:00 PM CST. It may be necessary, given the business need, to work occasional overtime. Final shift will be assigned after training is completed.
Preferred Qualifications:
- 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
- 1+ years of experience in healthcare customer service.
- Health care experience
- Bilingual fluency in English and Spanish
- Experience working within financial counseling in a Hospital or Physician office, including demonstrated success obtaining patient demographic and financial information.
- Experience in a role that requires patient interaction, either in person or over the phone.
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Telecommuting Requirements:
- Reside within Mountain OR Central Time Zone or one of the following states - Connecticut, Delaware, Florida, Georgia, , Indiana, Maine, Maryland, Massachusetts, Michigan, Nevada, New Hampshire, New Jersey, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, Washington, West Virginia
- 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:
- Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
- Proficient conflict management skills to resolve issues in a stressful situation
- Problem solving and analytical skills
- Ability to handle multiple tasks and meet deadlines within standards
- Adaptable and flexible with the ability to accept, create and manage change
- Interpersonal and communication (including excellent verbal and writing skills)
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 hourly pay 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.
OptumCare 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.
OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
Perks and Benefits
Health and Wellness
- HSA
- On-Site Gym
- HSA With Employer Contribution
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
Parental Benefits
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
Work Flexibility
- Remote Work Opportunities
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Leave of Absence
- Personal/Sick Days
- Paid Holidays
- Paid Vacation
Financial and Retirement
- Relocation Assistance
- Performance Bonus
- Stock Purchase Program
- 401(K) With Company Matching
- 401(K)
Professional Development
- Promote From Within
- Shadowing Opportunities
- Access to Online Courses
- Tuition Reimbursement
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
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