1+ months

Optum Care Call Center Representative - San Juan, PR - 928989

Blanding, UT 84511
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  • Job Code
    928989

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OptumCare is succeeding at helping people live healthier lives by taking a different approach to health care. OptumCare uses a common sense approach, focused on avoiding jargon, finding more efficient ways to operate, and providing great, in-the-moment service. We provide that service by making sure serving our patients and providers is always the first priority. Each department works from the same central idea: How does this affect the service we provide? Because of the extreme commitment to service, OptumCare focuses on recruiting passionate employees who will take advantage of being empowered to provide the highest level of service at each and every step.

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The role of the Optum Care Call Center Representative is to ensure patient access to care. This is done by scheduling medical appointments, resolving medication and referral issues, and owning customer service inquiries through to resolution. The employee specifically contributes to organizational/departmental success through:

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  • Efficient patient access to care
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  • Responsive phone service
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  • Patient satisfaction
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  • Policy/process identification and improvement
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  • Ongoing quality improvement for customer care interactions
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Primary Responsibilities:

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  • Schedule, reschedule, and cancel medical appointments using electronic medical record software and following precise scheduling rules
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  • Verify and update demographic, insurance, and other patient information
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  • Register new patients for services
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  • Review patient charts, patient encounter messages, and ambulatory referral orders
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  • Resolve or escalate customer issues related to:
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  • Medication refill
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  • Laboratory services
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  • Orders for specialty and diagnostic services
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  • Escalate calls needing clinical triage
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  • Confirm caller identify and authorization to receive information under HIPAA rules
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  • Release information only as allowed under HIPAA rules
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  • Conduct three-way calls with medical translators for patients unable to speak language of employee
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  • Transfer callers to appropriate department
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  • Communicate with provider offices via electronic messaging and telephone
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  • Launch outbound calls as appropriate
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  • Meet departmental standards for production and quality.
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  • Meet departmental standards for schedule adherence.
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  • Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
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  • Perform other duties as assigned
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Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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*** ENGLISH PROFICIENCY & TYPING ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

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Required Qualifications:

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  • High School Diploma / GED (or higher)
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  • 1+ years of Customer service experience
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  • Familiarity with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
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  • Available to work (40 hours/week) Monday-Sunday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (8:00am to 10:00pm AST) (on a rotating schedule)
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  • Bilingual in both English and Spanish (English proficiency assessment will be required after application)
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  • You will be asked to perform this role in an office setting or other company location.
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  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.
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Preferred Qualifications:

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  • Healthcare experience
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  • Call center experience
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  • Ability to type 30+ WPM
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  • Knowledge of medical/healthcare insurance/HMO/PPO/Medicare Plans/benefits and medical terminology
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UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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You can learn more about all we are doing to fight COVID-19 and support impacted communities at: click here.

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, health care, office, phone support, San Juan, Puerto Rico, #RPO, hiring immediately, SSPR

Posted: 2021-05-15 Expires: 2021-08-19

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

Sponsored by:
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Optum Care Call Center Representative - San Juan, PR - 928989

UnitedHealth Group
Blanding, UT 84511

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