Experienced Customer Service Representative - Remote from Las Vegas, NV - Healthcare Industry Expertise Required

Introduction to UnitedHealth Group

At UnitedHealth Group, we are dedicated to inventing the future of healthcare by integrating health programs across the entire continuum of care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced Customer Service Representative to join our team in Las Vegas, NV. As a Customer Service Representative, you will work in a call center environment, receiving and processing inbound calls from patients, providers, and other medical staff. You will execute outbound calls or electronic tasks to assist with providing medical-related services, including appointment scheduling, prescription refills, facility locations, and lab results. You will also resolve routine to complex issues, providing exceptional customer service and support to our patients and providers.

Primary Responsibilities

• Answer a minimum of 11 calls per hour, resolving moderate to complex issues
• Schedule and verify appointments in our clinical information system
• Verify and update patient demographic and insurance information
• Send and receive tasks to provider offices to assist patients with access to medical care
• Receive and process expedited, stat, and at-risk referrals
• Contact patients to advise of appointment and referral status
• Perform extreme high-volume data entry
• Process and resolve expedited patient complaints
• Review and process medication refills
• Provide proactive responses to inquiries from patients, providers, and internal medical personnel

Requirements and Qualifications

To be successful in this role, you will need to possess the following qualifications:

Required Qualifications

• Call center experience
• Customer service experience
• Ability to work between the hours of 7:00am - 8:00pm

Preferred Qualifications

• Knowledge of Microsoft Excel
• Medical terminology
• Advanced knowledge of insurance products
• Training in a medical office or customer service-related field
• CPT and ICD-9 coding
• Advanced computer skills in a Windows environment

Telecommuting Requirements

This is a hybrid role, which means you will have the flexibility to work from home and the office. To be eligible for this role, you must:

• Reside within commutable distance to Las Vegas, NV
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Be able to keep all company-sensitive documents secure (if applicable)
• Have a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

In addition to the technical requirements, you will need to possess the following soft skills:

• Ability to demonstrate customer service and proper telephone etiquette
• Solid oral and written communication skills
• Solid listening, critical thinking, decision-making, telephone, customer service, and problem-solving skills
• Ability to prioritize call types

Career Growth and Development

At UnitedHealth Group, we are committed to helping our employees grow and develop in their careers. You will have access to a range of training and development opportunities, including:

• 4-5 weeks of paid training, including 4 days of classroom training and 2 weeks of live training with a lead
• Ongoing coaching and feedback to help you succeed in your role
• Opportunities to develop new skills and take on new challenges
• A clear path for career advancement and professional growth

Work Environment and Company Culture

At UnitedHealth Group, we are proud of our diverse and inclusive workplace culture. We believe that diversity creates a healthier atmosphere, and we are committed to creating an environment where everyone feels valued and respected. Our company culture is built on the following principles:

• A commitment to diversity, equity, and inclusion
• A focus on employee well-being and satisfaction
• A culture of innovation and continuous improvement
• A dedication to delivering exceptional customer service and support

Compensation and Benefits

We offer a competitive compensation package, including:

• A $1,500 sign-on bonus for external candidates
• An hourly range of $16.00 to $27.31 per hour (depending on experience and qualifications)
• A comprehensive benefits package, including medical, dental, and vision coverage
• Incentive and recognition programs to reward your performance and contributions
• Equity stock purchase and 401k contribution (subject to eligibility requirements)

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at UnitedHealth Group, you will have the chance to make a real difference in the lives of our patients and providers, while also growing and developing your career in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and start making a positive impact today!