Customer Service Representative

Position Overview

This remote position in the Pacific Time Zone offers flexibility while taking on challenging responsibilities at Optum, a global organization focused on delivering care and improving health outcomes. As the Patient Support Center Representative, you will be the first point of contact for patients, ensuring a positive experience through empathy, efficiency, and adherence to Lean processes. You will support our care team in scheduling appointments, documenting in EPIC, and guiding patients regarding insurance and referrals. The role requires working full-time during normal business hours (8:00 AM – 5:00 PM PST, Monday – Friday) with occasional overtime, and includes 4–6 weeks of paid on-the-job training. Candidates must reside in the Pacific Time Zone and have a dedicated, private work area.

Key Responsibilities

• First point of contact for our patients; sets the tone for a positive experience.
• Exhibits empathy, courtesy, competence, efficiency, and care.
• Schedules appointments and procedures following standard guidelines.
• Uses multiple computer and phone systems to fulfill patient needs.
• Verifies patient information while documenting in the Electronic Health Record (EPIC).
• Advises patients regarding their responsibilities related to insurance and referrals.

Required Qualifications

• High School Diploma / GED or equivalent years of experience.
• Must be 18 years of age or older.
• 1+ years of customer service experience.
• 1+ years of Microsoft Office experience.
• Ability to work any 8-hour shift schedule during normal business hours (8:00 AM – 5:00 PM PST, Monday – Friday).

Preferred Qualifications

• 1+ years of experience in a healthcare setting.
• EMR experience.
• Knowledge and understanding of CPT/ICD-10 coding.
• Strong communication skills and phone etiquette.
• Experience in providing customer service.
• Access to independent transportation for job-related tasks.

Benefits & Perks

• Compensation: Hourly pay ranging from $16.00 – $27.69 based on full-time employment, subject to market conditions and qualifications.
• Benefits: Comprehensive benefits package including incentive and recognition programs, equity stock purchase, and 401k contribution (eligibility requirements apply).
• 4–6 weeks of paid on-the-job training aligned with your schedule.
• Supportive, inclusive culture focused on career development and growth.