Senior Customer Service Representative

Optum; Farmington (CT); Hybrid; USD 25,000 - 44,000; Full time

Job summary

Optum is hiring a Senior Customer Service Representative in Farmington, CT to handle inbound appointment scheduling for ProHealth Physicians across 80 offices. This full-time role requires 3 days in-office and 2 days from home after training, within 8:00 am–6:00 pm hours.

The role emphasizes patient service, multitasking, and accurate data entry in a fast-paced call center environment with some outbound reminders.

Qualifications

• High School Diploma or GED or equivalent work experience.
• Must be 18 years of age or older.
• Computer proficiency including scheduling and electronic medical records systems.

Responsibilities

• Respond to inbound inquiries and appointment scheduling requests.
• Schedule appointments in the practice management system per protocols and patient preferences.
• Make outbound calls to eligible patients.
• Recommend next best actions or cross-promotional opportunities and provide education on services.
• Listen to patient concerns and offer appropriate recommendations based on guidelines.
• Call patients at risk of no-shows with reminders.
• Document all caller information in CRM.
• Provide feedback from callers for follow-up and resolution.
• Communicate with physician office staff on patient concerns and scheduling changes.
• Ensure HIPAA compliance and protect patient information.

Skills

Customer service

Call center experience

MS Office

Education

High School Diploma / GED

Tools

Electronic medical records

Scheduling system

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Senior Customer Service Representative (2389282)

Senior Customer Service Representative (2389282 )

This position follows 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.

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 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

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 $18.00 to $32.00 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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.