Senior Customer Service Representative - National Remote

Opportunities with Episource, part of the Optum family of businesses. Join a premier provider of risk adjustment services, software and solutions that's fueling innovation in the health care industry. Start a rewarding career where your work will empower health plans and medical groups with comprehensive end-to-end solutions designed to navigate health care efficiently. Our culture is rooted in innovation, encouraging our team to stay curious and engaged. By joining us, you become part of a global, remote/hybrid-friendly team dedicated to bridging health care gaps with a strong sense of social responsibility. At Episource, we are enriching lives, including those of our team members through Caring. Connecting. Growing together.

The Senior Customer Service Representative is responsible for a number of tasks which include is not limited to escalations. Will be required to manage high-priority provider offices and hospitals. May be required to collaborate with multiple department specialists. Daily work responsibilities will consist of efficiently schedule chart retrieval as well as de-escalate complaints and manage special tasks in a project based, call center environment.

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 8:30am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of on-the-job training. The hours of training will be aligned with your schedule.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Responsible for scheduling and coordinating medical record requests
• Required to manage escalations and high priority tasks.
• May be specializing as a subject matter expert in specific areas
• Follows-through from beginning to end ensure completion of project specific tasks.
• Responsible for contacting and scheduling provider offices for medical record retrieval which typically have specific needs or are considered high-risk
• Required to have excellent verbal and written communication
• Expected to have a strong understanding of Outreach Department policies and protocol.
• Support call center operations by handling inbound and outbound calls as well as specialized matters.
• Specializes in project specific details which may include documenting and cascading updates to the call center team.
• Is flexible and trainable to perform additional special assignments as required per project.
• May be required to support with various project tasks based on business needs
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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 and office/administrative experience
• Basic understanding of medical terminology and handling healthcare documentation confidentially. (i.e. HIPAA and PHI)
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work Monday - Friday, 08:30AM - 05:00PM EST

Preferred Qualifications:

• Experience with 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)

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 UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Possess excellent written, verbal, interpersonal communication skills, and the ability to problem solve and manage data with great attention to detail.
• Must have excellent time management skills, be highly organized, self-motivated, and able to work under project based, deadline-oriented format with minimal day-to-day supervision.
• Ability to comprehend a variety of activities associated with a team-oriented environment.

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only: The hourly range for this role is $16.54 to $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for 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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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