Customer Service Representative

Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Customer Service Representative role involves managing patient interactions, coordinating appointments, and ensuring high-quality customer service while adhering to company standards and regulations.

Responsibilities

• Managing inbound and outbound calls in a timely manner
• Assist Point Teammate in submitting daily request for referrals/authorizations
• Schedule, reschedule and coordinate all patient appointments and tests per office protocols
• Meet or exceed the performance measures established by the Practice Management Dept
• Understand and deliver quality customer service that is consistent with Optum's service standards
• Working with multiple service lines throughout each day assisting patients with appointments, medication refills, updating insurance etc
• Work with providers and staff to ensure completeness of documentation to facilitate the referral/authorization process
• Assemble information concerning patient's clinical background, insurance and referral needs, per referral guidelines
• Point of contact for patients who raise questions and concerns
• Ensures work is being performed according to company policies, procedures, and standards
• Provides high quality care and service excellence to our patients
• Performs other administrative and clerical duties as assigned
• Participates in a variety of department initiatives
• Ensures all OSHA, HIPAA, and other regulations are followed
• Follows proper reporting protocols for any compliance or incident reporting as needed
• Maintains strict patient and employee confidentiality
• Other duties and responsibilities, not specifically described, maybe defined, or assigned from time to time, consistent with knowledge, skills and abilities of the incumbent by management

Skills

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Skilled in problem solving to quickly assess current state and formulate recommendations
• Ability to work onsite at 3091 Hoyt Avenue, Everett, WA office daily for the first 3 - 6 months. After this time period, you may have the ability to work remotely with the requirement on reporting on-site at least 1 day per month
• Ability to work full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime
• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Health care experience

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Company Overview

Company H1B Sponsorship