Patient Support Center Representative (Remote)

About the role

UnitedHealth Group (Optum) is hiring a Patient Support Center Representative to work remotely, covering Eastern, Central and Mountain time zones. The role is full-time, Saturday through Wednesday, with 8-hour shifts between 11:30 am and 8:00 pm PST; occasional overtime may be needed. The representative completes set processes and protocols, works with the care team, delivers excellent customer service and follows Lean processes, while supporting the teams' financial, clinical and service goals. Four weeks of paid training (8:00 am to 5:00 pm, Monday to Friday) is provided.

Key responsibilities

• Serve as first point of contact for patients, setting a positive tone
• Show empathy, courtesy, competence, efficiency and care
• Schedule appointments and procedures following standard guidelines
• Use multiple computer and phone systems to meet patient needs by phone
• Verify patient information and document it in the electronic health record (EPIC)
• Advise patients on their insurance and referral responsibilities

Required profile

• High school diploma / GED or equivalent work experience
• Age 18 or older
• 1+ years of customer service experience
• 1+ years of Microsoft Office experience
• Ability to work full-time, Saturday to Wednesday, on any 8-hour shift schedule; occasional overtime may be required
• Preferred: 1+ years in a health care setting, EMR experience, CPT / ICD-10 coding knowledge, communication skills and phone etiquette
• Preferred: access to independent transportation during work hours

Telecommuting requirements

• Live in the Eastern, Central or Mountain time zones
• Dedicated, private work area
• High-speed wired internet (cable, DSL or fiber, minimum 25 Mbps download / 10-15 Mbps upload); wireless services are not allowed
• Secure company-sensitive documents and follow the telecommuter policy

What we offer

• Pay of $16.00 to $29.00 per hour for full-time employment
• Comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility)