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Job Details

UnitedHealth Group

Patient Services Representative - Irving, TX (109773250)

Restaurant and Food Services

Sales Representative



Irving, Texas, United States

Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life’s best work.(sm)

Primary Responsibilities:

  • Answer inbound phone calls while displaying willingness to assist, displaying compassion and empathy. Place outbound calls as necessary
  • Schedule, coordinate and assist with patient appointments. Relay necessary messages to staff through direct call or by appropriate communication process
  • Coordinate care for all services ordered by healthcare provider in order to meet the treatment needs of the member
  • Maintain and update current information on physicians’ schedules ensuring that patients are scheduled properly
  • Accurately answer questions or guide in right direction regarding patient appointments, prescriptions, testing, etc.
  • Verify necessary information and create, maintain, and update patient records and associated schedules
  • Participates in all other communal job duties necessary for functioning of the office
  • Attend meetings as required
  • Perform other duties as assigned
  • Follow compliance requirements and determined by the organization
  • Conduct follow-up phone calls to patients, providers, physicians, adjustors, and other parties as needed; recognizing and resolving customer issues in a timely manner and escalating to leadership only as necessary
  • Maintains patient privacy and confidentiality under requirements of federal and state laws, including HIPAA, and in accordance with company policy
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Meet the performance goals established for the position in the areas of: efficiency, call quality, patient satisfaction, first call resolution and attendance

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 or GED OR 10+ years of equivalent working experience
  • All new hires will be required to successful complete Customer Service training classes and demonstrate proficiency of the material
  • Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
  • Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
  • 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 Qualifcations:

  • 1+ years of call center experience, preferably in a medical, prescription or insurance setting
  • Electronic Medical Records (Nextgen and Allscripts)
  • Working knowledge of medical terminology

Soft Skills:

  • Ability to remain focused and be productive each day though tasks may be repetitive
  • Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
  • Ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (in respectful, timely manner, consistently meeting commitments)
  • Ability to actively listen, collect relevant information, prioritize requests and anticipate current/future member needs
  • Ability to problem-solve, quickly identify member needs and make recommendations.
  • Ability to translate healthcare-related jargon and complex processes into simple, step-by-step instructions members can understand and follow
  • Ability to receive, comprehend, and carry out instructions; ability to work safely with equipment, supplies, and materials; ability to comply with attendance requirements; ability to comply with Human Resource policies.
  • Ability to be flexible and support the business across multi-functional areas and/or Service Lines

Physical Demands & Working Conditions:

  • Ability to withstand prolonged standing and walking with the ability to move or lift at least 10 pounds
  • Availability to work any hours between 7am to 6pm Monday - Friday
  • Availability to work overtime and weekends when needed

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 550,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

WellMed was founded in 1990 with a vision of being a physician-led company that could change the face of healthcare delivery for seniors. Through the WellMed Care Model, we specialize in helping our patients stay healthy by providing the care they need from doctors who care about them. We partner with multiple Medicare Advantage health plans in Texas and Florida and look forward to continuing growth.

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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.