Customer Service Representative

4 weeks ago

Cooperstown, United States Optum Full time

**If you are in Cooperstown, NY, you will have the flexibility to work from home and the office in this hybrid role* 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 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.**

Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like Optum, part of the **UnitedHealth Group** family of businesses.

Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care providers. As part of our Contact Center team, the quality of support you deliver will directly translate into better care for their patients This is no small opportunity. This is where you can bring your compassion for others while building your career.

Positions in this function are responsible for providing expertise and customer service support to callers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. This job requires working independently and most tasks are not continuously reviewed by others. Supervision/guidance is required for higher level tasks.

This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 2:30pm - 11:00pm (with rotating weekends). It may be necessary, given the business need, to work occasional overtime or weekends.

**Our office is located at 31 Beaver Street, Cooperstown, NY. Employees will be required to work some days onsite and some days from home.**

We offer 4-5 weeks of onsite on-the-job training. They will work a variety of shifts during training. Need open availability for training. A lot of classes are dayshift. The hours of the training will be aligned with your schedule.
- _All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy._

**Primary Responsibilities**:

- Answers inbound phone calls while providing a high-quality patient/caller experience.
- Schedules, reschedules, and cancels appointments.
- Performs referral coordination including completing Open Referrals and/or referral tracking queue.
- Works all assigned work timely according to department standards and documents all actions in the system.
- Registers new patients, verifies patient demographics and health insurance, updates patient information in designated databases.
- Responds to general information requests and/or inquiries from patients, physicians, medical offices, and other callers.
- Communicates effectively and in a professional manner.
- Processes all work-related responsibilities in an efficient, timely and accurate manner.

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**:

- Must be at least 18 years of age OR older
- Ability to work any: Monday to Friday 2:30pm - 11pm with rotating weekends.
- Ability to work from home on rotating weekends.
- Position primarily onsite with some work from home weekends. Must be available to work primarily onsite at 31 Beaver Street in Cooperstown, NY.

**Preferred Qualifications**:

- 1+ years of experience in healthcare customer service

**Telecommuting Requirements**:

- Reside within commutable distance of 31 Beaver Street, Cooperstown, NY
- 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.
- 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

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