Patient Support Center Representative - Two Chicks With A Side Hustle

Primary Responsibilities:

Meet the performance goals established for the position in the areas of patient satisfaction, accuracy, quality, and attendance
Meet department standards to adherence metric

Adherence metric is evaluated daily
Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with every internal and external customer
Multi – task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines

Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate
Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and / or document patient issues
Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures

Utilizes Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs
Translates oral information into concise and accurate written documentation per guidelines
Assists new or potential members in the choice of PCP and supplies general information about medical group

Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH)
Data enters PCP changes into the system and processes paperwork as necessary

You’ll 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.

Required Qualifications:

High School Diploma/GED or equivalent experience
Must be 18 years of age OR older

2+ years working in a customer service-based role
Ability to demonstrate strong proficiency using Microsoft suite and other systems to include navigating multiple chat channels within Microsoft Teams
Previously worked or is currently working as a contractor placed at UHG or one of its subsidiaries or affiliates