Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Customer Service Representative role involves managing patient interactions, coordinating appointments, and ensuring high-quality customer service while adhering to company standards and regulations.
Responsibilities
- Managing inbound and outbound calls in a timely manner
- Assist Point Teammate in submitting daily request for referrals/authorizations
- Schedule, reschedule and coordinate all patient appointments and tests per office protocols
- Meet or exceed the performance measures established by the Practice Management Dept
- Understand and deliver quality customer service that is consistent with Optum's service standards
- Working with multiple service lines throughout each day assisting patients with appointments, medication refills, updating insurance etc
- Work with providers and staff to ensure completeness of documentation to facilitate the referral/authorization process
- Assemble information concerning patient's clinical background, insurance and referral needs, per referral guidelines
- Point of contact for patients who raise questions and concerns
- Ensures work is being performed according to company policies, procedures, and standards
- Provides high quality care and service excellence to our patients
- Performs other administrative and clerical duties as assigned
- Participates in a variety of department initiatives
- Ensures all OSHA, HIPAA, and other regulations are followed
- Follows proper reporting protocols for any compliance or incident reporting as needed
- Maintains strict patient and employee confidentiality
- Other duties and responsibilities, not specifically described, maybe defined, or assigned from time to time, consistent with knowledge, skills and abilities of the incumbent by management
Skills
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
- Skilled in problem solving to quickly assess current state and formulate recommendations
- Ability to work onsite at 3091 Hoyt Avenue, Everett, WA office daily for the first 3 - 6 months. After this time period, you may have the ability to work remotely with the requirement on reporting on-site at least 1 day per month
- Ability to work full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime
- 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
- Health care experience
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
Company Overview
- Optum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group. It was founded in 2011, and is headquartered in Eden Prairie, Minnesota, USA, with a workforce of 10001+ employees. Its website is https://www.optum.com/.
Company H1B Sponsorship
- Optum has a track record of offering H1B sponsorships, with 73 in 2026, 648 in 2025, 559 in 2024, 620 in 2023, 851 in 2022, 593 in 2021, 438 in 2020. Please note that this does not guarantee sponsorship for this specific role.