Patient Support Center Representative

Patient Support Center Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As a Patient Support Center Representative, you will be responsible for acting as a patient advocate to help resolve patient issues pertaining to claims, benefit referrals, physicians and access. You will also be responsible for managing high volume of inbound calls, enter patient information into information systems, and resolve callers issues with outstanding customer service skills. In addition, serve as a liaison between the patient and other departments and Optum sites.

This position is full-time (40 hours / week), Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8 : 00am - 8 : 00pm Monday - Friday and 8 : 00am - 6 : 00pm Saturday and Sunday. It may be necessary, given the business need, to work occasional overtime.

We offer 30 to 90 days of paid training. The hours of training will be 8 : 00am to 5 : 00pm, Monday - Friday.

Primary Responsibilities :

• Consistently exhibits behavior and communication skills that demonstrate Optums commitment to superior customer service, including quality, care and concern with each and 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
• Meet department goals which include but not limited to call volume, accuracy, quality, and attendance
• 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

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.

Required Qualifications :

Preferred Qualifications :

Telecommuting Requirements :

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.