Patient Support Advocate

** Requisition number:
** 2363556

** Job category:
** Customer Services

_This position is Remote in Mountain OR Pacific Time Zone. You will have the flexibility to work remotely
* as you take on some tough challenges._

** 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 inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start  
** Caring. Connecting. Growing together.*
* As a  
** Patient Support Center Representative** , you will be responsible for acting as a patient advocate to help resolve patient issues pertaining to claims, benefit referrals, physicians and access. You will also be responsible for managing high volume of inbound calls, enter patient information into information systems, and resolve caller's issues with outstanding customer service skills. In addition, serve as a liaison between the patient and other departments and Optum sites.

This position is full time (40 hours / week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm from Monday
- Friday OR 8:00 am - 6:00 pm PST from Saturday
- Sunday. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 30 - 90 days of paid training. The hours during training will be 8:00 am - 5:00 pm from Monday - Friday.  
** Training will be conducted virtually from your home.*
* *
* Primary Responsibilities:

*
* + Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care and concern with each and every internal and external customer

+ Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines

+ Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate

+ Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and / or document patient issues

+ Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures

+ Meet department goals which include but not limited to call volume, accuracy, quality, and attendance

+ Utilizes Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs

+ Translates oral information into concise and accurate written documentation per guidelines

+ Assists new or potential members in the choice of PCP and supplies general information about medical group

+ Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH)

+ Data enters PCP changes into the system and processes paperwork as necessary

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

+ 1+ years of experience with working in a customer service-based role

+ Ability to demonstrate solid proficiency using Microsoft Suite and other systems

+ Ability to work any of our full-time (40 hours / week), 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm from Monday
- Friday OR 8:00 am - 6:00 pm PST from Saturday
- Sunday, including the flexibility to work occasional overtime or weekends given the business need

*
* Preferred Qualifications:

*
* + 1+ years of experience with working in a healthcare setting

+ Bilingual fluency in English and any Other language

** Telecommuting Requirements:*
* + Reside within the Mountain OR Pacific 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 United Health Group approved high-speed internet connection or leverage an existing high-speed internet service

* 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, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock…