Job Description

Energize your career with one of Healthcare's fastest growing companies.

You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.

Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

Employees in this position will work as an extension of medical practices by processing new referrals, addressing general inquiries, and coordinating patient care.

The ideal candidate for this role is one who enjoys continually adapting to a fast-paced, team-oriented, and goal driven work environment. You must be a strong communicator, respectful and professional in your consumer-facing demeanor, and be an attentive listener in order to resolve consumer issues effectively and efficiently.

Excellent communication and organizational skills are essential in order to successfully communicate with a diverse consumer population and team. You will be required to handle multiple tasks while demonstrating independent thinking and problem-solving skills.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work on-call shift schedules outside of normal business hours. It may be necessary, given the business need, to work occasional overtime. Our office is located at 1416 W I-65 Service Rd S Mobile, Al 36693.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/

Primary Responsibilities:

* Answer inbound calls from patients and providers regarding referrals and general inquiries.
* Refer calls to nursing and pharmacy teams according to protocols.
* Make outbound calls to patients to obtain information for admitting, explain insurance coverage, collect payments and 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.
* Meets 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 (or higher)
* 1+ years of telephonic customer service experience or in-person customer service experience, handling moderate to complex transactions
* 1+ years of healthcare experience, including familiarity with medical terminology
* Basic computer experience using a keyboard and mouse and moving between screens
* Basic knowledge of Microsoft Excel (create, edit, save)
* If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders.

Preferred Qualifications:

* Experience working in a physician, provider, and / or medical office
* Knowledge of electronic medical record systems and practice management systems

Soft Skills:

* Demonstrated ability to identify with a consumer in order to understand and align with their needs and realities
* Demonstrated ability to perform effective active listening skills to empathize with the customer in order to develop a trust and respect
* Demonstrated ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done in order to achieve a goal(s)
* Demonstrated ability to turn situations around and go above and beyond to meet the needs of the customer

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:

* Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
* Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
* Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
* Fully cover the COVID-19 healthcare costs for our employees
* Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance. Join us and start doing your life's best work.SM

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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