Senior Customer Service Representative - 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

Opportunities with Homecare Dimensions. For more than 20 years, Homecare Dimensions has been bringing compassionate and skilled care into the homes of patients throughout Southern Texas. Our focus on combining empathy with quality of care enables us to effectively act as a supportive partner to primary care providers. And that makes our organization a perfect fit to Optum and the UnitedHealth Group family of businesses. Career opportunities with Homecare Dimensions provide you with flexibility, autonomy and incredible support. More importantly, you'll discover the tools, resources, training and technology that only a leader like Optum can provide. Want to make a bigger difference? Join us and start doing your life's best work.(sm)

The Customer Service Representative is responsible for direct customer support, authorization of equipment and supplies, intake process, procurement of CMNs, Title 19s and other required documentation. Performs all functions in a professional and ethical manner and collaborates with other members of the health care team to ensure quality patient care and excellent customer service.

Primary Responsibilities:

Essential Duties and Responsibilities:
  • Direct Customer Support
  • Provides telephone support to all patients/customers
  • Provides customer service to retail customers
  • Answers general questions about equipment and supplies
  • Receives and addressees customer complaints
  • Routes specific or complex questions to appropriate individuals
  • Takes reorders for supplies over the telephone
  • Enters order for deliveries into Mesta-med
  • Notifies delivery technicians of any STAT deliveries
  • Assists with price quotes under direction of supervisor

Intake Process:
  • Collects and records initial client information to include patient demographics and insurance information
  • Obtains fax orders from referral source
  • Verifies client benefits and obtains prior authorization from insurance company when required
  • Determines availability of requested equipment and supplies
  • Enters information into Mesta-med
  • Authorizes all new orders when received
  • Notifies Service Technicians of scheduled deliveries

Documentation Responsibilities:
  • Generates CMNs and Title 19s as soon as order is received
  • Confirms delivery ticket after delivery is completed
  • Obtains completed CMNs, LMNS and Title 19s
  • Tracks missing documentation and follows up to ensure timely receipt
  • Routes paperwork according to established office procedure to ensure accurate record-keeping
  • Files in patient records

General Performance Requirements
  • Focuses on achieving superb customer service in all instances
  • Attends all required Inservice programs to maintain comprehensive DME knowledge base
  • Demonstrates effective time management skills by completing assignments within projected time frames
  • Expresses verbal and written communication in a clear, positive and cooperative manner
  • Demonstrates personal responsibility with regard to attendance and punctuality
  • Promotes company philosophy, mission statement and administrative policies
  • Maintains privacy and confidentiality with regard to all patient, staff and company information
  • Promotes the company image by adhering to the Dress Code
  • Follows the appropriate chain of command in all forms of communication
  • Demonstrates flexibility, enthusiasm, and willingness to cooperate while working with others or in place of others as necessary

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.

To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made enable individuals with disabilities to perform the essential functions.

Required Qualifications:
  • High School Graduate or equivalent required.
  • Ability to read and follow written and verbal instructions in English effectively
  • Ability to operate computer terminal, printer, typewriter, fax, and copier machine
  • You will be asked to perform this role in an office setting or other company location
  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained

Preferred Qualifications:
  • 1+ year of Home Medical Equipment experience
  • Medical Terminology knowledge
  • Knowledge of general office procedures
  • Excellent computer skills and knowledge of word processing spreadsheet software

Physical Demands:
  • Ability to remain seated for prolonged periods and maintain concentration to task
  • This position requires the ability to distinguish impressions of shape, size, distance, motion, color, and other characteristics of objects, through the eyes
  • Major visual functions must include far sight acuity and near acuity
  • Sufficient dexterity and visual acuity to operate office machines
  • Ability to work in a stressful environment. Positive work environment is promoted for all Agency employees

Work Environment:
  • Performs duties in office environment during Agency operating hours
  • Noise level may be moderately high
  • Ability to handle stressful situations with calmness and courtesy at all times
  • Occasional need to work extended hours
  • Ability to maintain flexibility and adaptability to the work environment
  • Permanent employment is contingent on the results of the Criminal History Check and Drug Test


Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 550,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

WellMed was founded in 1990 with a vision of being a physician-led company that could change the face of healthcare delivery for seniors. Through the WellMed Care Model, we specialize in helping our patients stay healthy by providing the care they need from doctors who care about them. We partner with multiple Medicare Advantage health plans in Texas and Florida and look forward to continuing growth.

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: Senior Customer Service Representative, Dallas, TX, Texas

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