Customer Service Representative
- Everett, WA
- $16.00-27.69 per hour
- Permanent
- Full-time
- 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 Department
- 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
- 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
- Ability to work onsite daily at the office located at 3091 Hoyt Avenue, Everett, WA for the first 3 - 6 months. After this time period, you may have the ability to work remotely with the requirement on reporting onsite at least 1 day per month.
- Ability to work any of our full time shift schedules during our normal business hours of 9:00 AM - 6:00 PM from Monday - Friday including the flexibility to work occasional overtime based on business need
- 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
- 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