Patient Support Representative

About the Company

Optum, part of UnitedHealth Group, is a leading health services innovation company dedicated to helping people live healthier lives and helping make the health system work better for everyone. We combine clinical expertise, advanced technology, and data to help more than 100 million people navigate the health care system — and achieve their best health. Joining Optum means working alongside a team of dedicated professionals who are passionate about making a real difference in the healthcare industry.

Job Description

We are seeking empathetic and skilled individuals to join our team as a Remote Patient Support Representative. In this crucial role, you will be the primary point of contact for patients, providing compassionate support and efficient resolution to their inquiries. This is a 100% remote position, allowing you to work from the comfort of your home while contributing to our mission of improving healthcare experiences. You will handle a variety of patient concerns, from scheduling and billing to providing information about services and guiding them through complex healthcare processes. Success in this role requires exceptional communication, a strong customer service orientation, and the ability to navigate healthcare systems with a patient-first mindset.

Key Responsibilities

• Answer inbound and make outbound calls to patients in a professional and empathetic manner.
• Provide accurate information regarding patient appointments, services, billing, and general inquiries.
• Assist patients with scheduling, rescheduling, and canceling appointments.
• Document all patient interactions thoroughly and accurately in the electronic health record (EHR) or CRM system.
• Resolve patient complaints and concerns effectively, escalating complex issues to appropriate departments when necessary.
• Maintain strict patient confidentiality in accordance with HIPAA regulations.
• Collaborate with clinical staff and other departments to ensure seamless patient care.
• Educate patients on available resources and support programs.

Required Skills

• High school diploma or GED.
• Minimum of 1 year of customer service experience, preferably in a call center environment.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with computer systems, including Microsoft Office Suite and ability to learn new software quickly.
• Demonstrated empathy, patience, and a calm demeanor when dealing with distressed or frustrated patients.
• Ability to work independently in a remote setting with minimal supervision.
• Understanding of HIPAA guidelines and commitment to patient privacy.

Preferred Qualifications

• Associate's or Bachelor's degree in a healthcare-related field.
• Previous experience in a healthcare setting (e.g., medical office, hospital, health insurance).
• Familiarity with electronic health record (EHR) or customer relationship management (CRM) systems.
• Bilingual proficiency (especially Spanish).

Perks & Benefits

• Comprehensive health, dental, and vision insurance.
• Paid time off (PTO) and company-paid holidays.
• 401(k) retirement plan with company matching.
• Opportunities for career growth and professional development.
• Employee assistance program (EAP).
• Support for a comfortable home office setup (e.g., equipment stipend).
• Flexible work schedule options.

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