Customer Service Representative

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of the listed 8-hour shift schedules, with the final shift assigned after training is completed. Candidates must be able to work either option, which includes a 3:00 PM to 11:30 PM EST shift on Saturday, Sunday, Monday, Wednesday, and Thursday (with Tuesday and Friday off), or a Monday through Friday shift from 1:00 PM to 9:30 PM EST. It may be necessary, given the business need, to work occasional overtime. 

We offer 4 weeks of training program conducted during standard business hours, Monday through Friday, from 8:00 AM to 5:00 PM EST.

Primary Responsibilities:

• Answer a high volume of calls from patients or their representative
• Provide login assistance and customer support to patients using the MyChart patient portal
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist patients with navigating the MyChart patient portal
• Support patients with setting up and troubleshooting telehealth appointments
• Maintain all Compliance and HIPAA regulations at all times

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
• Must be 18 years of age OR older
• 1+ years of experience in healthcare customer service experience, while analyzing and solving customer problems
• Experience working in a call center or handling a high volume of inbound and/or outbound calls
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to complete a four-week training program conducted during standard business hours, Monday through Friday, from 8:00 AM to 5:00 PM EST
• Availability requires flexibility to work any of the listed 8-hour shift schedules, with the final shift assigned after training is completed. Candidates must be able to work either option, which includes a 3:00 PM to 11:30 PM EST shift on Saturday, Sunday, Monday, Wednesday, and Thursday (with Tuesday and Friday off) and Monday through Friday shift from 1:00 PM to 9:30 PM EST

Preferred Qualifications:

• Medical terminology experience
• Experience with EPIC MyChart or other patient portal platforms
• Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Ability to multitask while navigating multiple applications

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16.15 - $28.80 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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