Senior Customer Service Representative

UnitedHealth Group•Farmington, CT

7d•$18 - $32•Hybrid

About The Position

This position follows an Office-Based schedule with 3 in-office days per week and 2 days from home after training. Our office is located at 3 Farm Glen Blvd, Farmington, CT 06032. Opportunities with ProHealth Physicians, part of the Optum family of businesses. When you work at ProHealth Physicians, your contributions directly sustain the health and well-being of our community. Discover high levels of teamwork, robust medical resources and a deep commitment to exceptional care and service. Join a leading community-based medical group and discover the meaning behind Caring. Connecting. Growing together. This is a primarily inbound call center dealing with scheduling appointments for our over 80 offices across the state. The ideal candidate will have experience in customer service and preferably experience working over the phone. They need to be confident with multi-tasking. They will be navigating our scheduling system while also speaking on the phone to patients. This is a fast-paced, high-volume environment. The ideal candidate will also be able to not take difficult situations with patients personally. There are also some outbound call responsibilities for appointment reminders. 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 8:00 am - 6:00 pm (multiple shifts available). It may be necessary, given the business need, to work occasional overtime or weekends. Employees are required to work 3 days onsite and 2 days from home after training. Our office is located at 3 Farm Glen Blvd, Farmington, CT 06032. We offer up to 4 weeks of on-the-job training. The hours of training will be during an 8-hour shift between 8:00 am - 6:00 pm, Monday - Friday. Training will be conducted onsite.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
Computer proficiency (keyboarding skills and / OR experience with scheduling and / OR electronic medical records systems)
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 - 6:00 pm (multiple shifts available). It may be necessary, given the business need, to work occasional overtime or weekends. Employees are required to work 3 days onsite and 2 days from home after training. Our office is located at 3 Farm Glen Blvd, Farmington, CT 06032

Nice To Haves

2+ years of customer service experience
Experience in the healthcare industry OR medical office
Experience in a call center environment
Proficient in the Microsoft Office suite with emphasis on Microsoft Excel, Microsoft Word and Microsoft Outlook
Familiarity with medical terminology and medical insurance requirements
Reside within commutable distance to the office at 3 Farm Glen Blvd, Farmington, CT 06032.
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Respond to inbound inquiries and appointment scheduling requests for medical services
Schedule appointments in practice management system in accordance with triage guideline, scheduling protocols and patient preferences
Make outbound calls to eligible patients
Recommend next best actions or cross promotional opportunities to patients and provide education on appropriate additional services or preventive health opportunities
Listen to patient concerns and offer appropriate recommendations based on guidelines
Call patients who are at - risk for not showing up with appointment reminders
Document all caller information in customer relations management (CRM) tool
Document and provide feedback from callers to the appropriate parties for follow - up and / or resolution
Communicate with physician office staff on patient concerns, requests and scheduling changes
Ensure that all actions comply with relevant guidelines protecting personal and health information (e.g., HIPAA requirements)
Follow departmental policies & procedures, workflow guidelines and escalation processes at all times