Call Center Representative (Hybrid) – San Juan, PR

About the role

Optum is seeking a Call Center Representative to provide telephonic support to patients, customers, and healthcare providers. After an initial training period, the role operates in a hybrid model, combining remote and onsite work in San Juan, PR. You will handle inbound and outbound calls, schedule appointments, verify insurance eligibility, and keep patient records up‑to‑date, contributing directly to improved health outcomes.

Key responsibilities

• Answer inbound calls and place outbound calls to assess patient needs and deliver appropriate assistance.
• Schedule, reschedule, confirm, and cancel patient appointments in the scheduling system.
• Enter and update patient information accurately, including demographics, consent forms, and insurance details.
• Verify insurance eligibility, identify payer sources, and create new patient accounts when required.
• Transfer calls or relay messages to physicians, nurses, or other clinical staff.
• Import registration documents into electronic health records while maintaining HIPAA confidentiality.
• Document all interactions and resolutions in the system and escalate complex issues as needed.

Required profile

• Minimum 1 year of customer service experience in a fast‑paced environment.
• Professional verbal and written proficiency in English and Spanish.
• Ability to work a 40‑hour week across standard business hours (7:00 AM – 11:00 PM), including weekends, holidays, and potential overtime.
• Strong communication, organizational, and problem‑solving abilities.
• Commitment to maintaining patient confidentiality and adhering to HIPAA regulations.

Required skills

• Microsoft Word
• Microsoft Excel
• Google Docs
• Google Sheets

What we offer

• Inclusive culture with comprehensive benefits.
• Opportunities for career development and advancement.
• Recognition and rewards for high performance.