Senior Customer Service Representative

UnitedHealth Group•Farmington, CT

17h•$18 - $32•Hybrid

About The Position

ProHealth Physicians (CT), part of Optum, is hiring a Senior Customer Service Representative for its Farmington, Connecticut office. This primarily inbound call-center role handles appointment scheduling for more than 80 offices statewide, with some outbound appointment-reminder calls. The position requires navigating scheduling systems while speaking with patients in a fast-paced, high-volume environment and responding professionally to difficult situations. The role is full-time, Monday through Friday, with flexibility to work an available eight-hour shift during business hours of 8:00 a.m. to 6:00 p.m. Occasional overtime or weekend work may be needed based on business needs. After training, employees work onsite three days per week and from home two days per week. Training lasts up to four weeks, is conducted onsite, and takes place during an eight-hour shift between 8:00 a.m. and 6:00 p.m., Monday through Friday. The position offers hourly pay of $18 to $32, based on full-time employment and factors including labor market, education, experience, and certifications. Benefits mentioned include a comprehensive benefits package, incentive and recognition programs, an equity stock purchase plan, and a 401(k) contribution, subject to eligibility requirements. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma or GED, or equivalent work experience.
Must be at least 18 years old.
Computer proficiency, including keyboarding skills and/or experience with scheduling and/or electronic medical records systems.
Ability to work Monday through Friday on an available eight-hour shift during call-center hours of 8:00 a.m. to 6:00 p.m.
Flexibility to work occasional overtime or weekends as business needs require.
Must live within commuting distance of the office at 3 Farm Glen Boulevard, Farmington, CT 06032.
Ability to secure company-sensitive documents, if applicable, and maintain a dedicated work area that provides information privacy.
Must live where an approved high-speed internet connection is available or have existing high-speed internet service.
Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
Must pass a drug test before beginning employment.

Nice To Haves

At least 2 years of customer service experience.
Experience in the healthcare industry or a medical office.
Experience in a call-center environment.
Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
Familiarity with medical terminology and medical insurance requirements.

Responsibilities

Respond to inbound inquiries and requests to schedule medical services.
Schedule appointments in the practice management system according to triage guidelines, scheduling protocols, and patient preferences.
Make outbound calls to eligible patients.
Recommend appropriate next steps or cross-promotional opportunities and educate patients about additional services or preventive health opportunities.
Listen to patient concerns and provide appropriate recommendations based on guidelines.
Call patients at risk of missing appointments with appointment reminders.
Document caller information in the customer relations management (CRM) tool.
Document and provide caller feedback to appropriate parties for follow-up or resolution.
Communicate patient concerns, requests, and scheduling changes to physician office staff.
Comply with applicable guidelines protecting personal and health information, including HIPAA requirements.
Follow departmental policies and procedures, workflow guidelines, and escalation processes.