About the position
As a Patient Support Center Representative at Optum, you will play a crucial role in advocating for patients and resolving their issues related to claims, benefit referrals, and access to healthcare services. This position is designed for individuals who are passionate about providing exceptional customer service and improving health outcomes for patients. You will be responsible for managing a high volume of inbound calls, entering patient information into various information systems, and ensuring that callers' issues are resolved with outstanding customer service skills. Your role will also involve acting as a liaison between patients and other departments within Optum, ensuring that patients receive the support they need in a timely manner. In this full-time position, you will work Monday through Friday, with the flexibility to work from home and the office in a hybrid model. The normal business hours are from 7 am to 6 pm, and you may be required to work occasional overtime based on business needs. Training will be provided for 30-90 days, during which you will be expected to work onsite from 8 am to 5 pm, Monday through Friday. This training will equip you with the necessary skills to excel in your role and provide the best possible support to our patients. At Optum, we are committed to fostering a culture of diversity and inclusion, and we believe that the work you do will directly impact the communities we serve. By joining our team, you will have the opportunity to contribute to advancing health equity on a global scale, making a meaningful difference in the lives of millions of people.
Responsibilities
- Act as a patient advocate to help resolve patient issues pertaining to claims, benefit referrals, physicians, and access.
- Manage a high volume of inbound calls and enter patient information into information systems.
- Provide outstanding customer service skills to resolve caller's issues.
- Serve as a liaison between the patient and other departments and Optum sites.
- 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.
- 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.
- Meet department goals including call volume, accuracy, quality, and attendance.
- Utilize Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, and 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 the medical group.
- Page clinicians and assist Telehealth Nurses as necessary, including arranging DME, transportation, and HH.
- Data enter PCP changes into the system and process paperwork as necessary.
Requirements
- High School Diploma / GED or equivalent experience.
- 18 years of age or older.
- 2+ years working in a customer service-based role.
- Ability to demonstrate solid proficiency using MS Suite and other systems.
- Ability to work Monday - Friday from 7 am to 6 pm.
- Must complete training onsite prior to working a hybrid schedule.
Nice-to-haves
- 1+ years working in a healthcare setting.
- Bilingual - English / Other language.
Benefits
- Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
- Paid training for 30-90 days.
- Career development opportunities.
- Flexible work schedule with hybrid work options.
