You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Opportunities at Change Healthcare , part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.

This position is full-time, Monday - Friday. Employees are required to work 8 hours/40 hours a week in EST with flexible start/end time .

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Works directly with Client to resolve escalated issues
• Collaborates with team leadership to identify and report patient call trends
• Immediately identifies and communicates escalated issues related to incoming volumes and makes adjustments to coverage accordingly
• May participate in monthly QA discussions and training with staff
• May assists with on-the-floor questions during live calls with patients to team members
• May assist in completing required responses to client inquiries, call back volumes, messages within 1 business day and MyChart inquiries to be responded within 2 business days of receipt
• Complete/Resolve CRMs and/or AIFs within expected time frames
• Work in a high-volume call center environment
• Multi-task and utilize multiple system components within a single call
• Complete and process necessary paperwork as assigned (i.e., Financial Assistance, PHI disclosures)
• Work collaboratively with peers and senior management

Measurements of Success:

• Maintains quality scores of 96% or higher
• Maintains production scores of 85% or higher with expected goal of 100%
• Maintains utilization scores of 98% or higher
• Maintain phone stats not to exceed 45 second ASA and no more than a 5% abandon rate
• Maintain AUX time at or below 1.5 hours per day
• Proficient with computers and attentive to detail
• Must maintain patient/client confidentiality
• Proven analytical and problem solving skills
• Proven solid written and oral communication skills
• Can utilize resources to complete tasks and orchestrate multiple activities at once to accomplish goals(talk/type while on phone with patients)

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 related call center work experience
• 1+ years of general customer service experience
• Proficient in use of Microsoft Office Applications such as Microsoft Excel, Microsoft Word and Microsoft Outlook
• Ability to work Monday - Friday, 8 hours/40 hours a week in EST with flexible start/end time .

Preferred Qualifications:

• Experience working with various insurance policies and procedures related to claim adjudication and payment process
• 1+ years of Insurance A/R Follow Up experience

Soft skill:

• Demonstrated ability to problem solve in a timely manner with efficient resolutions

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

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

California, Colorado, Connecticut, Nevada, Washington or New York, Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $16.00 - $23.13.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.

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