Customer Service Representative - Las Vegas, NV

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. 

Working in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results.   Resolve routine to complex issues.

This position is full time (40 hours/week) Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2716 N Tenaya Way Las Vegas, NV 44070. 

We offer 4 - 6 weeks of paid training. The hours during training will be 8:00am to 5:00pm PST, Monday - Friday.  Training will be conducted onsite.

Primary Responsibilities:

• Answers a minimum of 11 calls per hour resolving moderate to complex issues.
• Schedule and verify appointments in clinical information system.
• Verify and update patient demographic and insurance information.
• Send and receive tasks to Provider offices to assist patient with access to medical care.
• Receive and process; expedite, stat and at-risk referrals.
• Contact patients to advise of appointment and referral status.
• Extreme high volume data entry.
• Process and resolve expedited patient complaints.
• Review and processing of medication refills.
• Proactive response to inquiries from patients, Providers, and internal medical personnel.

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
• Must be 18 years of age OR older 
• Expanded knowledge and use of Microsoft Excel
• Ability to demonstrate customer service and proper telephone etiquette
• Oral and written communication skills
• Advance computer skills in Windows environment
• Listening, critical thinking, decision making, telephone, customer service and problem-solving skills
• Ability to prioritize call types
• Ability to work full-time, Sunday - Saturday between 7:00am - 8:00pm PST including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• 6+ months experience in a customer service/call center or healthcare environment 
• Training in a medical office or customer service-related field
• Knowledge of CPT and ICD-10 code
• Knowledge of Medical Terminology
• Advanced knowledge of insurance products

Physical and Work Environment:

• Normal Call Center environment, heavy phone and computer usage

Nevada Residents Only: The hourly range for this role is $16.00 to $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.