Patient Services Representative USMD Call Center Dallas TX

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM

Clinical

Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life's best work.(sm)

Primary Responsibilities:
  • Answer inbound phone calls while displaying willingness to assist, displaying compassion and empathy. Place outbound calls as necessary
  • Schedule, coordinate and assist with patient appointments. Relay necessary messages to staff through direct call or by appropriate communication process
  • Coordinate care for all services ordered by healthcare provider in order to meet the treatment needs of the member
  • Maintain and update current information on physicians' schedules ensuring that patients are scheduled properly
  • Accurately answer questions or guide in right direction regarding patient appointments, prescriptions, testing, etc.
  • Verify necessary information and create, maintain, and update patient records and associated schedules
  • Conduct follow-up phone calls to patients, providers, physicians, adjustors, and other parties as needed; recognizing and resolving customer issues in a timely manner and escalating to leadership only as necessary
  • Maintains patient privacy and confidentiality under requirements of federal and state laws, including HIPAA, and in accordance with company policy
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Meet the performance goals established for the position in the areas of: efficiency, call quality, patient satisfaction, first call resolution and attendance

This is high volume, customer service environment. You'll need to be efficient, productive and thorough dealing with our members over the phone.

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 or GED
  • Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
  • Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
  • All new hires will be required to successfully complete Customer Service training classes and demonstrate proficiency of the material
  • This position requires Tuberculosis screening as well as proof of immunity to Measles, Mumps, Rubella, Varicella, Tetanus, Diphtheria, and Pertussis through lab confirmation of immunity, documented evidence of vaccination, or a doctor's diagnosis of disease
  • USMD part of OptumCare is a multi-specialty group of hospital, clinics and physicians. USMD serves the Dallas-Fort Worth metropolitan area with more than 250 physicians and associate practitioners, and provides healthcare services to patients in more than 20 different specialties at its 2 hospitals, 4 cancer treatment centers and nearly 50 physician clinics, many of which are multi-specialty
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

Preferred Qualifications:
  • 1+ years of call center experience, preferably in a medical, prescription or insurance setting
  • Electronic Medical Records (Nextgen and Allscripts)
  • Working knowledge of medical terminology
  • Ability to remain focused and be productive each day though tasks may be repetitive
  • Bilingual (English/Spanish)


UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

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: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment

Job Keywords: Call Center Representative, Patient Scheduling, Patient Service Representative, Dallas TX, Gateway Drive, Texas

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