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As a Patient Support Center Representative at UnitedHealth Group, 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 requires you to manage a high volume of inbound calls, typically around 1600 per day across 32 schedulers, while providing outstanding customer service. You will be responsible for entering patient information into various information systems and acting as a liaison between patients and other departments within Optum. Your ability to handle upset patients and de-escalate situations will be essential, as you will often be the first point of contact for individuals seeking assistance. The role is full-time, requiring 40 hours of work per week, Monday through Friday, with flexibility to work any of the 8-hour shift schedules during normal business hours from 7:00 AM to 6:00 PM. There may be occasions where overtime or weekend work is necessary based on business needs. Training for this position will be conducted onsite for 30 to 90 days, with hours from 8:00 AM to 5:00 PM, Monday through Friday. Telecommuting is available for those located within the Pacific or Mountain Time zones, but adherence to UnitedHealth Group's Telecommuter Policy is required. In this role, you will consistently exhibit behavior and communication skills that reflect Optum's commitment to superior customer service. You will be expected to multi-task effectively, utilizing double monitors for data entry and phone etiquette while maintaining proper guidelines. Your responsibilities will include assisting other Patient Support Center Representatives and Supervisors with daily paperwork, recognizing financial, medical, and legal risks based on data collected during customer interactions, and meeting department goals related to call volume, accuracy, quality, and attendance. You will also be responsible for translating oral information into concise written documentation and assisting new or potential members in choosing a primary care physician (PCP).
