Optum
Overview
This position is Remote in Worcester, Massachusetts. If you are located within commutable distance to the office at WORCESTER-100 FRONT STREET, 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. Primary Responsibilities
Supports a high volume of calls typically for a defined region/department with back up support to a sister region/department adhering to department productivity standards set forth by the service line. Screens all incoming patient inquiries (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call. Adheres to service line booking guidelines ensuring safe and optimized clinic utilization that supports the needs of our patients. Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by the service line, including answering any corresponding questions. Understands all documents and processes. Documents details of each call in the patient’s electronic medical record using service line documentation tools as well as free text when appropriate to ensure coordination of care. Reviews and facilitates the updating of missing or outdated information in the patient record with each call, including demographics, primary care physician selection, and insurance. Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex calls and issues to a supervisor. Participates in resolving operational difficulties, communicating with supervisors regarding department issues, problems, and opportunities for improvement. Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies. Participates in problem-solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department. Required Qualifications
High School Diploma/GED or equivalent customer service experience in a clinical setting Must be 18 years of age or older 1+ year of customer service experience in a clinical setting Electronic Medical Record (EMR) experience Ability to work full-time, Monday - Friday. Flexibility to work any of our 8-hour shift schedules during our normal business hours (8:30am - 5:00pm). Occasional overtime may be necessary. Preferred Qualifications
Experience in an Automatic Call Distribution (ACD) call center setting EPIC experience Telecommuting Requirements
Reside within commutable distance to the office at WORCESTER-100 FRONT STREET Ability to keep all company sensitive documents secure (if applicable) Must 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 *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy Pay and Benefits
Pay is based on factors including local labor markets, education, work experience, certifications, etc. In addition to salary, benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility). The hourly pay for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 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. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by laws or regulations. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. #RPO
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This position is Remote in Worcester, Massachusetts. If you are located within commutable distance to the office at WORCESTER-100 FRONT STREET, 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. Primary Responsibilities
Supports a high volume of calls typically for a defined region/department with back up support to a sister region/department adhering to department productivity standards set forth by the service line. Screens all incoming patient inquiries (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call. Adheres to service line booking guidelines ensuring safe and optimized clinic utilization that supports the needs of our patients. Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by the service line, including answering any corresponding questions. Understands all documents and processes. Documents details of each call in the patient’s electronic medical record using service line documentation tools as well as free text when appropriate to ensure coordination of care. Reviews and facilitates the updating of missing or outdated information in the patient record with each call, including demographics, primary care physician selection, and insurance. Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex calls and issues to a supervisor. Participates in resolving operational difficulties, communicating with supervisors regarding department issues, problems, and opportunities for improvement. Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies. Participates in problem-solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department. Required Qualifications
High School Diploma/GED or equivalent customer service experience in a clinical setting Must be 18 years of age or older 1+ year of customer service experience in a clinical setting Electronic Medical Record (EMR) experience Ability to work full-time, Monday - Friday. Flexibility to work any of our 8-hour shift schedules during our normal business hours (8:30am - 5:00pm). Occasional overtime may be necessary. Preferred Qualifications
Experience in an Automatic Call Distribution (ACD) call center setting EPIC experience Telecommuting Requirements
Reside within commutable distance to the office at WORCESTER-100 FRONT STREET Ability to keep all company sensitive documents secure (if applicable) Must 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 *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy Pay and Benefits
Pay is based on factors including local labor markets, education, work experience, certifications, etc. In addition to salary, benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility). The hourly pay for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 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. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by laws or regulations. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. #RPO
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