Customer Service Representative

About The Company Optum, in strategic partnership with ProHealth Care, is a leading organization dedicated to improving healthcare services and community well-being. ProHealth Care has been serving Waukesha County and surrounding areas for over a century, establishing a reputation for excellence in patient care, innovation, and community support. As part of Optum, a prominent healthcare solutions provider, the company strives to deliver high-quality, compassionate, and accessible healthcare services across the full spectrum of care. The organization fosters a collaborative environment that values respect, continuous improvement, and high standards of service delivery. Committed to making a positive impact, Optum and ProHealth Care focus on connecting with communities, growing together, and supporting their team members in making a meaningful difference in patients’ lives.

About The Role This is a full-time, remote position available nationwide within the United States. The role offers flexibility to telecommute from any location, allowing you to work from the comfort of your home while supporting healthcare operations. The primary responsibility is to handle inbound and outbound calls, providing exceptional customer service by assisting patients and clients with inquiries related to healthcare services, appointment scheduling, eligibility screening, and account information. The role requires active listening, effective communication, and the ability to navigate complex databases to resolve customer issues efficiently. Training will be conducted on-site during normal business hours, after which employees will transition to remote work. The schedule is Monday through Friday, with shifts between 07:00AM and 07:00PM CST, and occasional overtime or weekend shifts may be necessary based on business needs. This position offers an opportunity to contribute to a mission-driven organization committed to improving health outcomes and delivering compassionate care.

Qualifications

• High School Diploma or GED
• Must be 18 years or older
• Minimum of 1 year experience handling high-volume inbound or outbound calls
• At least 1 year of customer service experience
• Proficiency with computer and Windows PC applications, including navigation and learning new systems
• Ability to work flexible shifts between 07:00AM and 07:00PM CST, Monday to Friday, with potential weekend shifts

Preferred Qualifications

• Over 1 year of experience in healthcare customer service or related environments
• Experience working directly with patients via phone or in person
• Background in medical office, administrative, or clerical roles
• Bilingual fluency in English and Spanish
• Experience in financial counseling within hospital or physician office settings

Responsibilities

• Handle inbound and outbound calls, providing assistance and information to patients and clients
• Accurately document all interactions, notes, and encounters in designated databases
• Maintain HIPAA compliance and handle sensitive patient information with confidentiality
• Ask relevant questions and actively listen to understand customer needs and issues
• Assist with appointment scheduling, eligibility verification, and demographic data collection
• Research complex issues across multiple systems and collaborate with support teams to resolve escalated concerns
• Ensure timely follow-up and resolution of customer inquiries, maintaining high-quality service standards

Benefits

• Competitive hourly pay ranging from $16.00 to $27.69 based on experience and qualifications
• Comprehensive benefits package including health, dental, and vision insurance
• Retirement plans such as 401(k) contributions
• Incentive and recognition programs
• Equity stock purchase options
• Paid time off and holiday pay
• Flexible telecommuting environment with necessary support and resources

Equal Opportunity

UnitedHealth Group is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, gender, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. We adhere to all applicable laws and regulations to ensure fair treatment and equal opportunity for everyone.