Patient Support Center Representative

This position is Remote in Everett, WA. If you are located within commutable distance to the office at 7600 Evergreen Way Everett, WA, you will have the flexibility to work remotely* as you take on some tough challenges.    

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Patient Support Center Representative positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. *Employees in jobs labeled with 'SCA' must support a government Service Contract Act (SCA) agreement.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST, Monday - Friday. 

We offer 90 days of paid training. The hours during training will be 8:00 am - 5:00 pm PST, Monday - Friday. Training will be conducted onsite.

Primary Responsibilities:

• Applies knowledge / skills to activities that often vary from day to day
• Demonstrates a moderate level of knowledge and skills in own function
• Requires little assistance with standard and non-standard requests
• Solves routine problems on own
• Works with supervisor to solve more complex problems
• Prioritizes and organizes own work to meet agreed upon deadlines
• Works with others as part of a team
• Demonstrate understanding of internal / external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing / rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions / issues (e.g., root cause analysis) -Gather appropriate data / information and perform initial investigation to determine scope and depth of question / issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed -Proactively contact external resources as needed to address caller questions / issues (e.g., providers, labs, brokers)
• Utilize appropriate knowledge resources to drive resolution of applicable questions / issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)
• Identify and communicate steps / solutions to caller questions / issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
• Offer additional options to provide solutions / positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
• Make outbound calls to resolve caller questions / issues (e.g., to callers, providers, brokers, pharmacies)
• Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
• Ensure proper documentation of caller questions / issues (e.g., research conducted, steps required, final resolution)

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:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR Older
• 1+ years of Customer Service experience in office setting
• Current experience as a Patient Support Representative / Customer Service Representative
• Experience with windows programs including Microsoft products
• Will be required to work onsite daily for the first 90 days of training during the normal hours of 8:00 am - 5:00 pm Monday - Friday. After the training period this position will be a remote based position with the requirement to report on-site approximately 1 day per month
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST, Monday - Friday

Telecommuting Requirements:

• Reside within commutable distance to the office at 7600 Evergreen Way, Everett, WA
• 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

*All employees working remotely will be required to adhere to UnitedHealth Groups 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, youll find a far-reaching choice of benefits and incentives. The hourly pay 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.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyoneof every race, gender, sexuality, age, location, and incomedeserves 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. 

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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. 

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