Customer Service - Call Center

Customer Service - Call Center

Location: San Juan, Puerto Rico

Requisition number: 2378512Job category: Customer ServicesPrimary location: San Juan, Puerto RicoOvertime status: Non-exemptTravel: No

Job Description:

$750 Sign-on Bonus for External Candidates

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.

The Customer Service Representative is responsible for providing telephonic support to patients, customers, and providers. This role involves handling inbound and outbound calls, scheduling appointments, verifying insurance, and updating patient records. The representative will apply moderate knowledge and skills to resolve routine issues independently and collaborate with supervisors for more complex matters. This position requires solid communication, organizational, and technical skills to ensure high-quality service delivery.

Primary Responsibilities:

• Handle inbound and outbound calls to identify patient needs and provide appropriate support
• Schedule, reschedule, confirm, and cancel patient appointments
• Accurately enter and update patient information in the scheduling system
• Verify insurance eligibility and identify payer sources
• Review and update patient demographics and consent forms
• Create new patient accounts when necessary
• Transfer calls or relay messages to physicians and nurses
• Import registration documents into electronic health records
• Maintain patient confidentiality in accordance with company policies and HIPAA regulations
• Resolve caller inquiries using internal resources and escalate when needed
• Document all interactions and resolutions accurately 
• Manage a customer call while maintaining performance and Quality standards. 
• Other duties may apply

ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

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:

• 1+ years of customer service experience in a fast-paced environment
• Experience with Microsoft Word/Excel or Google Docs/Sheets
• Verbal and written professional proficiency in both English and Spanish 
• Proven ability to learn and navigate complex computer systems 
• Proven ability to troubleshoot and follow up on customer issues  
• Ability to commit to a 40-hour workweek during standard business operating hours, Monday through Sunday, between 7:00 AM and 11:00 PM. Please note that this is a 24/7 operational environment which operates on weekends and holidays, and based on business needs, overtime may be warranted. Daylight Saving time change applies.  

Preferred Qualifications:

• Experience in medical/dental office or scheduling environment
• Familiarity with healthcare terminology and benefit structures

• Understanding of HIPAA and other regulatory requirements

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 care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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 local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.