Part Time Switchboard Operator

UnitedHealth Group • Worcester, MA

12h • $16 - $25 • Remote

About The Position

This position is Remote in Massachusetts. If you are located within commutable distance to the office at 666 Lincoln Street, Worcester, Massachusetts you will have the flexibility to work remotely as you take on some tough challenges.
As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone.
At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.
Reliant Medical Group, part of the Optum family of businesses, is seeking a Part Time Switchboard Operator to join our team in Worcester, MA. Optum is a clinician-led care organization that is changing the way clinicians work and live.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of _10:00pm – 6:00am Sunday and Monday and 8:00am – 12:00pm Saturdays including the flexibility to work occasional overtime based on business need (20 hours a week).
We offer 3-4 weeks of paid-on-the-job training and the hours of training will be based on your schedule or will be discussed on your first day of employment.

Requirements

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Experience with PC and Windows based programs including Microsoft Word, Microsoft Excel and Microsoft Outlook
• Ability to type at the speed of twenty-five WPM (words per minute)
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of _10:00pm – 6:00am Sunday and Monday and 8:00am – 12:00pm Saturdays including the flexibility to work occasional overtime based on business need (20 hours a week).

Nice To Haves

• Switchboard / Call Center / Customer Service

Responsibilities

• Receives and screens external and internal calls; answers incoming emergency and non-emergency calls for medical service. Directs / dispatches calls to appropriate area or contact, or documents and processes message.
• Utilizes all switchboard functionality including transfer, conference, serial call, hold, join, camp, page as well as all screen functionality and navigation.
• Handles emergency calls with assistance.
• Uses effective, active listening skills to determine patient needs.
• Manages patient expectations in a satisfactory and consistent manner.
• Uses conflict resolution and negotiation steps for handling difficult callers.
• Documents conflicts and issues to facilitate fact gathering, root cause analysis and actions for resolution.
• Receives external and internal calls during hours the organization is closed; answers incoming emergency and non-emergency calls for medical service; documents and processes message, dispatches call to appropriate area or contact.
• Logs every message or incident; documents required data; provides patient next steps and sets expectation for follow-up.
• Determines appropriate coverage, such as on call, next day, urgent care, triage, etc.
• Handles calls based on experience, training, policies and procedures.
• Dispatches or directs calls to appropriate contact based on experience, training, policies and procedures. Operates departmental software. Calls are directed properly throughout the system. Logs messages appropriately.
• Places phone calls and takes message accurately. Reads and signs the departmental communications book.
• Assists patients with general information: meetings, directions, classes, hours of operations, etc. Gains knowledge of organization information, programs, and classes. Maintains the departmental standard calls per hour during non-messaging times. Maintains the departmental standard calls per hour during off business hours.
• Complies with health and safety requirements and with regulatory agencies such as DPH, etc.
• 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.
• Performs other similar and related duties as required or directed.
• Regular, reliable and predicable attendance is required.

Benefits

• In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED