Customer Support Specialist

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Customer Support Specialist (2391597)

Customer Support Specialist (

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

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start Caring. Connecting. Growing together.

As a Customer Support Specialist part of the Optum family of businesses within United Health Group, you will play a key role in supporting the healthcare system through accurate provider communication, call management, and audit-related processes. This role focuses on outbound provider calls, inbound call triage, and post-payment audit processing while delivering professional, empathetic customer service.

This position is full-time, Monday
- Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of paid training. The hours of the training will be during normal business hours.

Primary Responsibilities:

• Make outbound provider calls (average of 45 calls per day) related to provider reporting based on monthly mailings and incoming provider inquiries
• Participate as a team member in daily inbound call management, scheduling, and escalation processes
• Document and correct inaccurate provider contact and address information
• Coordinate and process provider requests professionally and within required turnaround times
• Follow up with providers to obtain outstanding medical records and ensure data accuracy
• Accurately document communications and outcomes in internal systems
• Perform additional duties as assigned to support team goals and business objectives

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
• Must be 18 years of age OR older
• 1+ years of customer service experience in healthcare, health insurance, medical billing, or provider services environment
• 1+ years of call center experience or experience handling a high volume of calls in a remote or virtual environment
• Experience with using Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort, filter, and work within tables), and Microsoft Outlook (email and calendar management)
• Ability to work full-time, Monday
  - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Healthcare customer service experience
• Knowledge of healthcare terminology, including an understanding of CPT codes, provider credentials, and common billing terminology
• Knowledge to support provider communications and routine issue resolution while referring coding interpretation and clinical or medical review questions to the appropriate subject matter experts

Telecommuting Requirements:

• 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 United Health Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Ability to effectively listen, empathize and reassure customers in a professional and friendly manner
• Knowledge of customer service principles and practices
• Self - directed and able to multi - task
• Effective listening and communication skills

* All employees working remotely will be required to adhere to United Health Group’s Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience,…