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.  

Primary Responsibilities:

Answer inbound calls from patients and providers regarding appointments and general inquiries Refer calls to nurse triage team according to protocols Track appointments and document information completely, timely, and accurately Make outbound calls to remind patients of appointments or to coordinate resolution of care opportunities with patients, providers, and pharmacies Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs
Escalate transactions when defined by protocols Demonstrate active listening and empathy in all interactions Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation Demonstrate courtesy in each interaction Control the interaction to ensure each of the consumer’s inquiry is handled completely and efficiently. Meet key performance goals established including quality and attendance. Maintain confidentiality and adhere to HIPAA requirements. Other duties, as assigned.

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  1+ years of customer service experience 

Preferred Qualifications:

Bilingual in English and Spanish 

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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