Senior Customer Service Representative - Remote in EST

Optum; Farmington (CT); Remote; Full time

Job summary

A leading healthcare organization is seeking a Senior Customer Service Representative to join their team in the Eastern Time Zone. This full-time remote position involves assisting patients, making outreach calls, and ensuring satisfaction. The role offers comprehensive training and opportunities for growth within a supportive environment.

Benefits

Comprehensive Health Plans

Incentives

Stock Options

401k

Qualifications

• At least 1 year of customer service experience or relevant office/call center support role.
• Proficiency with computers and Windows applications.

Responsibilities

• Placing outreach calls to eligible members and scheduling with ENPs.
• Providing compassionate support to patients regarding the Program.
• Meeting performance metrics related to call volume and patient satisfaction.

Skills

Customer Service

Multitasking

Computer Proficiency

Education

High School Diploma / GED

Job description

Senior Customer Service Representative - Remote in EST

Join to apply for the Senior Customer Service Representative - Remote in EST role at Optum.

ProHealth Physicians (CT), part of the Optum family of businesses, is seeking a Senior Customer Service Representative to join our team in the Eastern Time Zone. Optum is a clinician-led care organization dedicated to transforming healthcare.

As part of the Optum Care Delivery team, you’ll help us improve healthcare for everyone. We provide clinical resources, data, and support to help you assist patients effectively. You will work with talented peers in a diverse, inclusive environment focused on the Quadruple Aim. We value your career development and work-life balance, offering opportunities to contribute innovative ideas to improve patient care.

This is a full-time position (40 hours/week, Monday - Friday). Flexibility to work various shifts within our business hours (8:30am - 5:00pm or 9:00am - 5:30pm EST) is required. Occasional overtime may be necessary. The office is located at 3 Farm Glen Blvd, Farmington, CT, with mandatory in-person meetings and training throughout the year.

We offer 4 to 6 weeks of on-the-job training aligned with your schedule. If you reside within the Eastern Time Zone, you can work remotely while handling challenging tasks.

Primary Responsibilities

• Placing outreach calls to eligible members and scheduling with ENPs at various locations, under the Program Manager’s guidance.
• Providing compassionate support to patients regarding the Program and their Annual Wellness Visit, with a target of 50-80 outbound calls daily.
• Answering incoming calls, retrieving voicemails, and identifying patient needs.
• Resolving issues in real-time or through follow-up, ensuring patient satisfaction.
• Researching complex issues across databases and collaborating with support resources or other teams to resolve escalated issues.
• Meeting performance metrics related to call volume, quality, patient satisfaction, and attendance.

We recognize performance through rewards and development opportunities, fostering a challenging yet supportive environment for your growth.

Required Qualifications

• High School Diploma / GED or 10+ years of equivalent experience.
• Must be 18 years or older.
• At least 1 year of customer service experience or relevant office/call center support role.
• Proficiency with computers and Windows applications, with the ability to learn new systems.
• Availability to work full-time (40 hours/week) during specified hours, with flexibility for occasional overtime.

Preferred Qualifications

• Ability to multitask and understand multiple products and benefits.
• Flexibility to work scheduled shifts, including training, overtime, and weekends as needed.
• Self-motivated and capable of working independently.

Telecommuting Requirements

• Reside within the Eastern Time Zone.
• Maintain confidentiality and secure work environment.
• Have a dedicated, private workspace with high-speed internet.
• Adhere to UnitedHealth Group’s Telecommuter Policy.

The hourly pay range is $16.88 to $33.22, based on experience and other factors. Benefits include comprehensive health plans, incentives, stock options, and 401k. Our mission is to help people live healthier lives and address health disparities, promoting equity and sustainability.

UnitedHealth Group is an Equal Opportunity Employer, committed to diversity and inclusion. Candidates must pass a drug test before employment.