Customer Service Representative

This position is full-time, Monday – Friday. Employees are required to work during our normal business hours of 9:00am – 6:00pm. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid training. The hours during training will be 8:00 AM – 5:00 PM from Monday – Friday. After training, schedule will be 9:00 AM – 6:00 PM. Training will be conducted onsite and will work onsite daily at the office for the first 3 – 6 months.

Primary Responsibilities:

• Managing inbound and outbound calls in a timely manner
• Assist Point Teammate in submitting daily request for referrals/authorizations
• Schedule, reschedule and coordinate all patient appointments and tests per office protocols
• Meet or exceed the performance measures established by the Practice Management Dept.
• Understand and deliver quality customer service that is consistent with Optum’s service standards
• Working with multiple service lines throughout each day assisting patients with appointments, medication refills, updating insurance etc.
• Work with providers and staff to ensure completeness of documentation to facilitate the referral/authorization process
• Assemble information concerning patient’s clinical background, insurance and referral needs, per referral guidelines
• Point of contact for patients who raise questions and concerns
• Ensures work is being performed according to company policies, procedures, and standards
• Provides high quality care and service excellence to our patients
• Performs other administrative and clerical duties as assigned
• Participates in a variety of department initiatives
• Ensures all OSHA, HIPAA, and other regulations are followed
• Follows proper reporting protocols for any compliance or incident reporting as needed
• Maintains strict patient and employee confidentiality
• Other duties and responsibilities, not specifically described, maybe defined, or assigned from time to time, consistent with knowledge, skills and abilities of the incumbent by management

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 work experience
• Must be 18 years of age OR older
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Skilled in problem solving to quickly assess current state and formulate recommendations
• Will be required to work onsite at the 3091 Hoyt Avenue, Everett, WA office daily for the first 3-6 months.  After this time period you may have the ability to work remotely with the requirement on reporting on-site at least 1 day per month
• Ability to work Monday – Friday, during our normal business hours of 9:00am – 6:00pm, including the flexibility to work occasional overtime, based on the business need

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Health care experience

Telecommuting Requirements: 

• Reside within commutable distance to the office at 3901 Hoyt Avenue, Everett, WA
• 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.