Customer Support Specialist

This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.As a Customer Support Specialist part of the Optum family of businesses within UnitedHealth Group, you will play a key role in supporting the healthcare system through accurate provider communication, call management, and audit-related processes. This role focuses on outbound provider calls, inbound call triage, and post-payment audit processing while delivering professional, empathetic customer service.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 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.We offer weeks of paid training. The hours of the training will be during normal business hours.   Primary Responsibilities:Make outbound provider calls (average of 45 calls per day) related to provider reporting based on monthly mailings and incoming provider inquiriesParticipate as a team member in daily inbound call management, scheduling, and escalation processesDocument and correct inaccurate provider contact and address informationCoordinate and process provider requests professionally and within required turnaround timesFollow up with providers to obtain outstanding medical records and ensure data accuracyAccurately document communications and outcomes in internal systemsPerform additional duties as assigned to support team goals and business objectives   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 / GEDMust be 18 years of age OR older1+ years of customer service experience in healthcare, health insurance, medical billing, or provider services environment1+ years of call center experience or experience handling a high volume of calls in a remote or virtual environmentExperience with using Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort, filter, and work within tables), and Microsoft Outlook (email and calendar management)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 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime   Preferred Qualifications:Healthcare customer service experienceKnowledge of healthcare terminology, including an understanding of CPT codes, provider credentials, and common billing terminologyKnowledge to support provider communications and routine issue resolution while referring coding interpretation and clinical or medical review questions to the appropriate subject matter experts   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.   Soft Skills:Ability to effectively listen, empathize and reassure customers in a professional and friendly mannerKnowledge of customer service principles and practicesSelf - directed and able to multi - taskEffective listening and communication skills   *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy   Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $18.00 to $32.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.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.      UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.   UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.