Senior Customer Service Representative

This position is onsite. The office is located at 4750 W Oakey Blvd, Las Vegas, Nevada.

Optum NV is seeking a Senior Customer Service Representative to join our team in Las Vegas, NV. Optum is a clinician‑led care organization that is changing the way clinicians work and live.

This is a full‑time (40 hours/week) position, Monday‑Friday. Employees must have flexibility to work any of the 8‑hour shift schedules within normal business hours of 8:00 am – 5:00 pm PST and may be required to work occasional overtime.

We offer 4–6 weeks of on‑the‑job training, with training hours scheduled between 7:00 am – 5:00 pm PST, Monday‑Friday.

Primary Responsibilities

• Acts as a resource for handling staff inquiries regarding policies and procedures.
• Trains newly hired staff and works as a mentor to develop good working habits.
• Displays positive behavior, supports department efforts to improve employee engagement and morale, implements information from staff meetings, and conducts team huddles and updates.
• Completes additional tasks and special projects as assigned.
• Maintains a quality assurance audit score of 95% and keeps scheduling errors within 12 in a calendar year.
• Sends and receives tasks and emails to provider offices to assist patients with medical care and escalated issues.
• Performs other duties as assigned.

Required Qualifications

• High School Diploma, GED, or equivalent work experience.
• Minimum 18 years of age.
• At least 1 year of experience in a healthcare environment.
• At least 6 months of experience in scheduling.
• At least 6 months of experience in managed care or the healthcare insurance industry.
• Proficiency with computers and Windows‑based programs including Microsoft Word, Excel, Outlook, and Teams.
• Ability to work at the office located at 4750 W Oakey Blvd, Las Vegas, Nevada.
• Willingness to work Monday‑Friday, 8‑hour shifts within 8:00 am – 5:00 pm PST, with occasional overtime if needed.

Preferred Qualifications

• Surgery or procedure scheduling experience.
• Medical assistant experience.
• Call center experience.
• Bilingual fluency in English and Spanish.
• Knowledge of medical terminology.
• Working knowledge of EPIC.

Soft Skills

• Strong customer service skills and professional telephone etiquette.
• Critical thinking with the ability to quickly absorb information and maintain strong attention to detail.
• Ability to manage multiple tasks in a fast‑paced environment.
• Excellent communication and interpersonal skills when interacting with patients, providers, and team members.

The salary for this role will range from $17.98 to $32.12 per hour based on full‑time employment. In addition to salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase opportunity, and 401(k) contribution (subject to eligibility requirements).

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

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