Note: The job is a remote job and is open to candidates in USA. Optum is hiring a Customer Support Specialist to support healthcare providers through outbound and inbound communications and post-payment audit processes. The role includes managing calls, processing provider requests, maintaining accurate contact information, and following up to obtain medical records while providing professional customer service.
Responsibilities
- Make outbound provider calls (average of 45 calls per day) related to provider reporting based on monthly mailings and incoming provider inquiries
- Participate as a team member in daily inbound call management, scheduling, and escalation processes
- Document and correct inaccurate provider contact and address information
- Coordinate and process provider requests professionally and within required turnaround times
- Follow up with providers to obtain outstanding medical records and ensure data accuracy
- Accurately document communications and outcomes in internal systems
- Perform additional duties as assigned to support team goals and business objectives
Skills
- High School Diploma / GED
- Must be 18 years of age OR older
- 1+ years of customer service experience in healthcare, health insurance, medical billing, or provider services environment
- 1+ years of call center experience or experience handling a high volume of calls in a remote or virtual environment
- Experience 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 effectively listen, empathize and reassure customers in a professional and friendly manner
- Knowledge of customer service principles and practices
- Self - directed and able to multi - task
- Effective listening and communication skills
- Healthcare customer service experience
- Knowledge of healthcare terminology, including an understanding of CPT codes, provider credentials, and common billing terminology
- Knowledge to support provider communications and routine issue resolution while referring coding interpretation and clinical or medical review questions to the appropriate subject matter experts
Benefits
- Weeks of paid training.
- A comprehensive benefits package.
- Incentive and recognition programs.
- Equity stock purchase.
- 401k contribution.
- Flexible telecommuting from anywhere within the U.S.
Company Overview
Company H1B Sponsorship