Patient Access Specialist - National Remote - Healthcare Customer Service Representative at UnitedHealth Group

Join the UnitedHealth Group Team as a Patient Access Specialist - National Remote

Are you a compassionate and customer-focused individual looking to make a difference in the lives of millions of people? Do you have a passion for delivering exceptional customer service and a desire to work in a dynamic and rewarding field? If so, we invite you to join our team as a Patient Access Specialist - National Remote at UnitedHealth Group.

About UnitedHealth Group

At UnitedHealth Group, we're dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we're committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.

Job Summary

As a Patient Access Specialist - National Remote, you'll play a critical role in creating a quality experience for our members and providers by providing accurate, professional, personalized, and compassionate help, guidance, and support. You'll work in a high-volume, fast-paced environment, responding to calls from our members and helping to answer questions and resolve issues regarding healthcare eligibility, claims, and payments. You'll also review, research, and process healthcare claims with the goal of ensuring that every claim has a fair and thorough review.

Key Responsibilities

• Address and resolve customer service calls empathetically and professionally
• Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete
• Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs
• Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines
• Refer unresolved inquiries/ grievances to designated areas for investigation
• Own problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues
• Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
• Assist providers with all levels of requests, ability to problem-solve through resolution
• Coordinate with field Care Team staff for issue elevation and resolution
• Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
• Successfully utilize all resources available to handle inquiries/multi-task
• Meet or exceed individual and departmental quality standards/achieve performance goals
• Adhere to, keep updated, and utilize all company guidelines, policies, and procedures
• Prioritize and adjust individual workload to ensure departmental goals are met
• Assume responsibility for ad hoc projects or functions that promote the future success of the operation

Requirements

Essential Qualifications

• High School Diploma/GED or 10+ years of equivalent working experience
• Minimum 2+ years of Customer Service experience
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to type at a minimum speed of 40+ WPM (words per minute)
• Ability to work regularly scheduled shifts within the hours of operation 8:00 AM - 8:00 PM EST, including the flexibility to work occasional overtime based on business need
• Availability to work 2x evening shifts per week (typically 11:00 AM - 8:00 PM EST)
• Availability to work 3x Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day)
• Must be 18 years of age or older

Preferred Qualifications

• 1+ years of prior experience in an automatic call distribution call center setting
• Knowledge of CPT/ICD10 coding
• Knowledge of Medicare/Medicaid guidelines

Soft Skills

• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
• Proficient problem-solving approach to quickly assess current state and formulate recommendations
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include the ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

What We Offer

At UnitedHealth Group, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). You'll also have the opportunity to work in a dynamic and rewarding field, making a difference in the lives of millions of people.

Compensation

For California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, or Rhode Island residents, the hourly range is $16.00 - $28.27 per hour. Pay is based on several factors, including but not limited to education, work experience, certifications, etc.

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

Diversity and Inclusion

At UnitedHealth Group, we're committed to creating a diverse and inclusive work environment. We're 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.

How to Apply

If you're a motivated and compassionate individual looking to make a difference in the lives of millions of people, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.

Don't miss this opportunity to join our team and start making a difference in the lives of millions of people. Apply today!