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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Under the direct supervision of the Customer service supervisor/manager, the incumbent is primarily responsible for DME Customer services to patients and facilities. This position is responsible for responding to referrals requests generated via computer, fax, or telephone. Answers all incoming calls and makes outbound calls to obtain demographic, referral information, verify insurance eligibility and benefits and obtain authorizations as needed.

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 8am - 5pm PST. 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 8am to 5pm EST, Monday - Friday.   Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Describe 4-8 primary duties including what is done and why. This is not a list of every activity performed. It is a summary of the most important tasks and their expected results)

• Handles incoming and outbound calls and facilitates a positive customer/patient experience.

• Facilitates referral process by obtaining accurate demographics, verifies insurance coverage and schedules deliveries/shipments of medical equipment/supplies to the patient’s home or medical facility

• Contacts referral sources to verify and request documentation required to process orders.

• Complete and accurate documentation into patient electronic medical record.

• Obtains prior authorization and secures copay as needed.

• Drives resolution of caller questions/issues on the first call whenever possible and ensures proper documentation of calls and resolution actions.

• Provide education to the customer/patient and answer questions about durable medical equipment and medical supplies.

• Ability to be on call 7 days a week 24 hours – (1 week per Quarter on call rotation)

• Resolves most questions and problems and refers only the most complex issues to higher levels.

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 experience

• Must be 18 years of age or older

• 2+ years of customer service experience.

• Strong understanding of phone-based customer service work environments.

• Ability to understand multiple medical products and insurance plans.

• Computer literate and have the ability to learn new & complex computer system applications.

• Effective oral and written communication skills

• Ability to organize and manage a variety of tasks, meet deadlines, and ensure productivity.

• Ability to work 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 8am - 5pm PST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 1+ years working as call center representative

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.

Physical and Work Environment:

• Normal office environment, heavy telephone usage

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The hourly range for this is $16.00 - $28.27 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 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.

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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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