Senior Customer Service Representative

Requisition Number: 2389829
This position follows Office-Based schedule with 3 in-office days per week. Our office is located at 3 Farm Glen Blvd. Farmington, CT 06032.
ProHealth Physicians (CT), part of the Optum family of businesses, is seeking a Senior Customer Service Representative to join our team in Farmington, CT. Optum is a clinician-led care organization that is changing the way clinicians work and live.
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. Here, you'll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. 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.
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 Boulevard, 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.
Primary 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

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.
Required Qualifications:

• 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 Monday - Friday, in any of our 8-hour shift schedules during our normal Call Center hours of 8:00 am - 6:00 pm (multiple shifts available), including the flexibility to work occasional overtime or weekends, given the business need.

Preferred Qualifications:

• 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

Telecommuting 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
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. 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. The hourly pay for this role will range from $18 - $32 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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