Customer Service Representative – Intake Team – Remote

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

Combine two of the fastest – growing fields on the planet with a culture of performance, collaboration, and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making Healthcare data available wherever and whenever people need it, safely and reliably. There’s no room for error. Join us and start doing your life’s best work. SM

Under general supervisor this position is responsible for responding to referrals requests generated via computer, fax or telephone. Answers all incoming calls via automatic call distribution and assists customers/patients with the durable medical equipment and supplies referral process. Makes outbound calls to obtain demographics and referral information, verifies insurance eligibility and benefits and obtains authorizations as needed.

This position is full-time. Employees are required to work our normal business hours of 8:00am – 5:00pm PST. It be necessary, given the business need, to work occasional overtime or weekends.

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

Primary Responsibilities:

• Handles incoming and outbound calls and facilitates a positive customer/patient experience
• Facilitates referral process by obtaining accurate demographics, verifies insurance coverage and schedules deliveries/shipments of medical equipment/supplies to the patient’s home or medical facility
• Contacts referral sources to verify and request documentation required to process orders
• Obtains prior authorization and secures copay as needed
• Routes referral and customer information to the appropriate venue and notifies referral source of disposition when unable to accept referral
• Drives resolution of caller questions/issues on the first call whenever possible and ensures proper documentation of calls and resolution actions
• Accurately document all patient and referral information in patient’s chart and computer system
• Provide education to the customer/patient and answer questions about durable medical equipment and medical supplies
• Resolves most questions and problems and refers only the most complex issues to higher levels
• Other duties and projects as assigned by management

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 be interested in.

Required Qualifications:

• High School Diploma / GED (or higher)
• 1+ years customer service experience
• Ability to understand multiple medical products and insurance plans
• Computer literate and have the ability to learn new & complex computer system applications

Preferred Qualifications:

• 1+ years working as call center representative
• Medical terminology, ICD coding
• Customer service experience in durable medical equipment, medical or healthcare industry

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• 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:

• Effective oral and written communication skills
• Ability to organized and manage a variety of tasks, meet deadlines and ensure productivity

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world’s large accumulation of health – related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work. SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $16.00 to $23.51. The salary range for Connecticut / Nevada residents is $16.00 to $25.77. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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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