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Bilingual (English / Spanish) Patient Support Center Representative
UnitedHealth Group - Fontana, CA
posted 3 months ago
About the position
The Bilingual Patient Support Center Representative at UnitedHealth Group plays a crucial role in assisting customers with their health plan inquiries in both English and Spanish. This full-time position involves providing exceptional customer service, ensuring patient satisfaction, and utilizing various systems to address customer needs effectively. The representative will work in a fast-paced environment, contributing to improved health outcomes and advancing health equity.
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
- Data enter PCP changes into the system and process paperwork as necessary
Requirements
- High School Diploma / GED OR equivalent work experience
- MA (medical assistant certification)
- Must be 18 years of age OR older
- 2+ years of experience working in a customer service-based role
- Bilingual fluency in English / Spanish
- Previously worked OR is currently working as a contractor placed at UHG OR one of its subsidiaries OR affiliates
- Ability to demonstrate proficiency using Microsoft Suite and other systems to include navigating multiple chat channels within Microsoft Teams
- Ability to work an 8-hour shift, 40 hours a week, between 8:00 am - 5:00 pm PST from Monday - Friday
Nice-to-haves
- 1+ years of experience working in a healthcare setting
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
