Senior Customer Service Representative

UnitedHealth Group; United States; Hybrid; USD 25,000 - 44,000; Full time

Job summary

UnitedHealth Group’s ProHealth Physicians seeks an experienced call center coordinator to handle inbound appointment scheduling for over 80 offices across Connecticut. The role offers a hybrid schedule with three days in-office and two days from home after training.

Shifts run during normal business hours (8:00 am – 6:00 pm) with potential overtime or weekend work. Training is onsite, lasting up to four weeks, with focus on patient scheduling and HIPAA compliance.

Qualifications

• High School Diploma / GED OR equivalent work experience is required.
• Must be 18 years of age or older.
• Proficiency with scheduling and/or EMR systems.

Responsibilities

• Respond to inbound inquiries and appointment scheduling requests for medical services.
• Schedule appointments in the practice management system per triage guidelines and patient preferences.
• Make outbound calls to eligible patients.
• Recommend next best actions or cross-promotional opportunities to patients and provide education.
• Listen to patient concerns and offer appropriate recommendations per guidelines.
• Call patients at risk of no-show to remind them of appointments.
• Document all caller information in the CRM tool and share feedback for follow-up.
• Communicate with physician office staff on patient concerns and scheduling changes.
• Ensure actions comply with HIPAA and other privacy guidelines.
• Follow departmental policies and escalation processes.

Skills

Customer service

Call center

Scheduling

HIPAA

Education

High School Diploma / GED OR equivalent work experience

Tools

Practice management system

EMR systems

Microsoft Office

Job description

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

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.

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