SMA Call Center Customer Service Representative - Las Vegas, NV

You like working with people. Even more so, you like helping them. This is your chance to join a team dedicated to helping our members and their families every day. As a Customer Service Representative at Optum, you'll join us on a mission to not only deliver the best customer service in the health care industry, but the best customer service. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life's best work.(sm)

Southwest Medical Associates (SMA) is a multi-specialty group of physicians, Nurse Practitioners and Physician Assistants, consisting of over 200 providers, fourteen clinical locations including nine health care centers, five urgent care clinics and an outpatient surgery center. SMA offers patients compassion, innovation, and quality care throughout southern Nevada. SMA is headquartered in the greater Las Vegas, NV area.

The SMA Call Center Customer Service Representative will be working in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results. Resolve routine to complex issues.

Primary Responsibilities:

• Answers a minimum of 85 calls per day resolving moderate to complex issues


• Schedule and verify appointments in clinical information system


• Verify and update patient demographic and insurance information


• Send and receive tasks to Provider offices to assist patient with access to medical care


• Receive and process expedite, stat and at-risk referrals


• Contact patients to advise of appointment and referral status


• Extreme high volume data entry


• Process and resolve expedited patient complaints


• Review and processing of medication refills


• Proactive response to inquiries from patients, Providers, and internal medical personnel

Required Qualifications:

• High School diploma or equivalent


• Ability to demonstrate customer service and proper telephone etiquette


• Expanded knowledge and use of MS Excel


• Strong oral and written communication skills


• Advance computer skills in Windows environment


• Strong listening, critical thinking, decision making, telephone, customer service and problem solving skills


• Ability to prioritize call types


• SHS training curriculum must be completed within 2 years of training

Preferred Qualifications:

• 6+ months of experience in a customer service/call center or healthcare environment


• Training in a medical office or customer service related field


• CPT and ICD-9 coding experience


• Knowledge of Medical Terminology


• Advanced knowledge of insurance products

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: 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.

Job Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, health care, office, phone support, Las Vegas, NV