About The Company
Optum NV is a leading clinician-led healthcare organization dedicated to transforming the way healthcare is delivered and experienced. As part of the larger UnitedHealth Group family, Optum focuses on innovative care delivery, data-driven solutions, and patient-centered services aimed at improving health outcomes for communities nationwide. The organization emphasizes diversity, inclusion, and collaboration, fostering an environment where healthcare professionals can thrive and make a meaningful impact. With a commitment to making healthcare better for everyone, Optum provides its employees with the resources, support, and opportunities necessary for professional growth and personal fulfillment. The company’s mission revolves around advancing healthcare quality, affordability, and accessibility, all while empowering its team members to deliver compassionate care and build lasting relationships with patients and clients.
About The Role
We are seeking a dedicated Customer Service Representative to join our remote team, serving the Pacific, Mountain, or Central Time Zones. This full-time position offers the flexibility to work from home within specified time zones, supporting Optum’s mission to enhance healthcare experiences. As a vital member of the Optum Care Delivery team, you will be responsible for providing exceptional customer support by handling incoming calls, assisting with medical referrals, verifying insurance coverage, and resolving complex issues across various databases. The role is designed to empower you with comprehensive training, ongoing support, and opportunities for career development. You will work closely with healthcare professionals and support resources to ensure patients receive timely assistance and care coordination, contributing significantly to the organization’s goal of delivering high-quality healthcare services. This role offers a rewarding environment where your efforts directly impact patient well-being and satisfaction, fostering a sense of purpose and community involvement.
Qualifications
- High School Diploma, GED, or equivalent work experience
- Must be 18 years of age or older
- At least 1 year of customer service experience in a call center environment
- Proficiency with computers and Windows PC applications
- Ability to navigate and learn complex computer systems
- Reside within Pacific, Mountain, or Central Time Zone
- Dedicated work area with privacy and security for sensitive documents
- High-speed internet connection compliant with company standards
- Strong listening skills and ability to build rapport with customers
- Conflict management skills and ability to resolve issues professionally
Responsibilities
- Answer 70-90 incoming calls daily from customers, providing assistance based on their needs
- Make outbound calls regarding medical referrals and follow-up as necessary
- Ask relevant questions and listen actively to accurately document customer information
- Assist customers in obtaining prescribed medical equipment and supplies
- Verify insurance eligibility and benefit coverage, including obtaining necessary authorizations
- Research complex issues across multiple databases and collaborate with support teams to resolve escalated concerns
- Maintain accurate and detailed records of customer interactions and resolutions
- Participate in training sessions and adhere to company policies and procedures
- Perform additional duties as assigned to support team objectives and improve customer satisfaction
Benefits
- Comprehensive health, dental, and vision insurance
- Paid training period (3-6 weeks) conducted virtually from home
- Competitive hourly pay ranging from $16.15 to $28.80, based on experience and location
- Incentive and recognition programs to reward performance
- Participation in equity stock purchase and 401(k) retirement plans
- Flexible work schedule within normal business hours (8:00 am - 5:00 pm PST)
- Opportunities for career growth and professional development
- Supportive and inclusive work environment focused on diversity and collaboration
Equal Opportunity
OptumCare is an Equal Employment Opportunity employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants receive consideration for employment without regard to race, national origin, religion, age, sex, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. We promote a drug-free workplace and require all candidates to pass a drug test prior to employment. We encourage individuals from all backgrounds to apply and join our mission to improve healthcare for everyone.