Patient Support Center Representative - Eugene, OR

If you are in Eugene, OR , you will have the flexibility to work from home and the office in this hybrid role 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.

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 caller's 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. Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7am - 6pm. It may be necessary, given the business need, to work occasional overtime.

We offer 30-90 days of paid training. The hours during training will be 8am to 5pm, Monday - Friday.?? Training will be conducted onsite.

Our office is located at EUGENE, OR -1580 VALLEY RIVER DR . Employees will be required to work some days onsite and some days from home.

_*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy._

Primary Responsibilities:

• Consistently exhibits behavior and communication skills that demonstrate Optum's 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

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

• 18 years of age or older

• 2+ years working in a customer service-based role

• Ability to demonstrate solid proficiency using MS Suite and other systems

• Ability to work Mon - Fri 7am-6pm

• Must complete training onsite prior to working a hybrid schedule

Preferred Qualifications:

• 1+ years working in a healthcare setting

• Bilingual- English /Other language

Telecommuting Requirements:

• Reside within commutable distance of Eugene, OR

• 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.

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.

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.

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

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