Customer Service Representative

UnitedHealth Group•Framingham, MA

15d•$16 - $29•Onsite

About The Position

This position is Onsite. Our office is located at 761 Worcester Rd, Framingham, MA. Explore opportunities with Atrius Health, part of the Optum family of businesses. We’re an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together. Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative plays an integral role as a member of the patients care team by screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem-solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. Must have clear verbal and written communication skills to ensure the patient and team members understand next steps. This position is full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime. We offer 12 weeks of paid training. The hours during training will be Monday - Friday. Training will be conducted onsite at 761 Worcester Rd, Framingham, MA.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
1+ years of customer service experience
Basic computer knowledge
Basic typing skills
Ability to work full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00pm. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

Experience working in medical office

Responsibilities

Supports a high volume of calls typically for a defined region/dept with back up support to a sister region/dept adhering to department productivity standards set forth by service line.
Screens all incoming patient inquiries (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call.
Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supports the needs of our patients.
Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes.
Documents details of each call in the patients’ electronic medical record using both service line documentation tools as well in addition to free text when appropriate to ensure coordination of care.
Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance.
Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor.
Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement.
Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies.
Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department.
Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment.
Complies with health and safety requirements and with regulatory agencies.
Complies with established departmental policies, procedures, and objectives.
Enhances professional growth and development through educational programs, seminars, etc.
Attends a variety of meetings, conferences, and seminars as required or directed.
Regular, reliable and predictable attendance is required.
Performs other similar and related duties as required or directed.
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.