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Job Details

UnitedHealth Group

Senior Customer Service Representative - John Muir Health Concord Medical Center - Concord, CA (109174291)

Customer Service

Customer Service



Concord, California, United States

$1,000 Sign On Bonus For External Candidates

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 10 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.

This position is full-time (40 hours/week) Monday- Friday. Employees are required to have flexibility to work any of our 8 hour shifts of 11:30 – 8:00 pm PST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 5003 Commercial Circle, Concord, CA 94520.

Primary Responsibilities:

Core Competencies

  • Customer Service Orientation
  • Considers patient needs


  • Actively participates as a team member

Essential Job Functions

  • Verifies patient information is accurate for each hospital encounter.
  • Resolves verification of eligibility and benefit information issues.
  • Utilizes work queues and other control reports to process all assigned encounters.
  • Monitors third party payer coverage requirements advising the patient of any potential out of pocket expenses.
  • Supports assigned pre-service functions including pre-registration, obtaining authorizations and financial counseling.
  • Assists uninsured or underinsured patients to establish a payer source or to make payment arrangements.
  • Provides cost estimates to patients who identify as “self pay” and wish to schedule services at a JMH location.
  • Ensures safekeeping of credit card information and appropriately documents transaction in patient’s encounter.
  • Maintains patient confidentiality and demonstrates complete discretion when discussing patient information.
  • Maintains current knowledge of computer registration, updating patient data as needed.
  • Meets productivity standards, quality review expectations, unit specific goals and reporting requirements 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 experience in an admitting, registration, or hospital business office-oriented role
  • Knowledge of Health Care, insurance and third-party payers
  • Keyboarding skill/speed of 35-40 wpm and skill using mouse
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Preferred Qualifications:

  • EPIC proficiencies for this position must be passed within 90 days of start date
  • Experienced with Microsoft Excel (data entry, sorting/filtering)
  • Knowledge of medical terminology, ICD-10 and CPT coding desired

Soft Skills:

  • Ability to maintain composure in stressful situations while working with the public and internal customers.
  • Demonstrated competence in written and oral communications.
  • Knowledge of patient confidentiality principles.
  • Demonstrated skill in effectively managing multiple priorities.
  • Skill in self-direction and processing new information.
  • Demonstrated skill in effective problem solving and intervention.
  • Translation and comprehension skills required to read medical orders.
  • Demonstrated phone skills required to triage incoming calls and ability to take clear, concise, and accurate information.
  • Ability to complete medical center training curriculum.

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life’s best work.SM

**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.

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.

Keywords: #RPO, #RED