CUSTOMER SERVICE REPRESENTATIVE (PAYMENT SERVICES SUPPORT) - REMOTE IN CST

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.

Optum Financial is modernizing the insurance industry by digitizing complex claims payment processes, allowing people to access their funds faster than ever before.

Here, we will leverage your talents along with our technology and financial expertise to streamline claims processes across health and dental plans, auto and property insurance, worker's compensation claims, and third - party administrators.

Our great products need great people like you. We invite you to take your career to the next level with our teams that work every day to improve the lives of others.

As part of our award - winning Support Center team, you will play a significant part in advising external clients, increasing program compliance, and maintaining clients' trust in our services.

You will support products such as electronic payment processing, mobile - expedited payments, and same - day claim payments.

Individuals in this role should have a passion for providing an outstanding customer service experience.

The purpose of this role is in providing payments to Providers (doctors, dentists, billing companies) from insurance companies who partner with us to send payments on their behalf.

The calls we receive are from the providers who may need assistance processing a payment, changing their payment method, or requesting documentation regarding a payment.

We encourage providers to use electronic forms of payment instead of checks. When a provider wants checks, we educate them on the benefits of electronic forms of payment.

We place importance on quality over quantity on the calls. We want to be sure you are taking your time with the goal of providing the best customer service the caller has experienced with any company they have interacted with.

Once you are fully trained, you can expect to take about 45 - 60 calls per day. You'll be assigned to a team with a Team Lead and Manager, with the entire management team being there to help and support you.

Success in the role is defined by metrics including QA, customer satisfaction scores, adherence to schedule, and attendance.

This position is 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 7 : 00 AM - 7 : 00 PM CST.

It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid remote training. The hours during training will be 8 : 00 AM - 5 : 00 PM CST from Monday - Friday.

Performance metrics are based on attendance, customer satisfaction scores, quality, and your schedule adherence.

If you are located within the Central Time Zone, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities :

• Answer 45 - 60 incoming phone calls per day from Providers (doctors, dentists, billing companies) and identify the type of assistance the customer needs Perform research functions including making outbound calls to validate provider contact information.
• Perform retention efforts and share benefits of our various product lines with callers.
• Identify and resolve customer issues.
• Follow up on customer inquiries.
• Research billing and payment issues
• Update database records as needed.
• Participate in special projects, as needed, which includes outbound calling campaigns.
• Support usage of payee portal questions.

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 work experience
• Must be 18 years of age OR older
• Experience with using computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Experience with Microsoft Office programs such as Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Experience with working in a fast - paced, high - volume call center environment
• Ability to work any of our full-time (40 hours / week), 8-hour shift schedules during our normal business hours of 7 : 00 AM - 7 : 00 PM CST from Monday - Friday.

It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications :

• 1+ years of call center, contact center, OR support center experience
• Customer service experience in a healthcare OR insurance setting
• Understanding of HIPAA regulations

Telecommuting Requirements :

• Reside within the Central Time Zone
• 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

Soft Skills :

• Demonstrated ability to listen skillfully, collect relevant information, building rapport, and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation
• Excellent communication skills including active listening skills
• Comfortable with working in a structured and fast - paced environment
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy?

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 .