Enable America Jobs

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Patient Support Center Representative positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. *Employees in jobs labeled with 'SCA' must support a government Service Contract Act (SCA) agreement.

This position is full-time, Monday -- Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am -- 5:00 pm PST,. It may be necessary, given the business need, to work occasional overtime.

We offer 90 days of paid training. The hours during training will be 8:00 am -- 5:00 pm PST from Monday -- Friday. Training will be conducted onsite.

If you are located within commutable distance to the office at 7600 Evergreen Way Everett, WA, you will have the flexibility to work remotely* as you take on some tough challenges.

    Primary Responsibilities:

Applies knowledge / skills to activities that often vary from day to day.

Demonstrates a moderate level of knowledge and skills in own function.

Requires little assistance with standard and non-standard requests.

Solves routine problems on own.

Works with supervisor to solve more complex problems.

Prioritizes and organizes own work to meet agreed upon deadlines.

Works with others as part of a team.

Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)

Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis) -Gather appropriate data/information and perform initial investigation to determine scope and depth of question / issue

Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed -Proactively contact external resources as needed to address caller questions / issues (e.g., providers, labs, brokers)

Utilize appropriate knowledge resources to drive resolution of applicable questions / issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)

Identify and communicate steps / solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)

Offer additional options to provide solutions / positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)

Make outbound calls to resolve caller questions / issues (e.g., to callers, providers, brokers, pharmacies)

Drive resolution of caller questions / issues on the first call whenever possible (e.g., first-call resolution, one-and-done)

Ensure proper documentation of caller questions / issues (e.g., research conducted, steps require