Senior Customer Service Representative – Farmington, CT

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 8:00am – 6:00pm (multiple shifts available). It may be necessary, given the business need, to work occasional overtime and weekends. Employees will be required to work 3 days onsite and 2 days from home after training.

We offer 2-4 weeks of on-the-job training. The hours of the training will be aligned with your schedule.

If you are within commutable distance to the office at 3 Farm Glen Blvd. Farmington, CT 06032, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

 

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
• Must be 18 years of age OR older
• Computer proficiency (solid keyboarding skills and/or experience with scheduling and/or electronic medical records systems)
• Ability to work shifts between Call Center hours 8:00am and 6:00pm (multiple shift times available). It may be necessary, given the business need, to work occasional overtime and weekends.

 

Preferred Qualifications:

• 2+ years of customer service experience
• Experience in a call center environment
• Experience in the healthcare industry or medical office
• Familiarity with medical terminology and medical insurance requirements
• Proficient in the Microsoft Office suite with emphasis on Microsoft Excel, Microsoft Word and Microsoft Outlook

 

Telecommuting Requirements:

• Reside within commutable distance to the office at 3 Farm Glen Blvd. Farmington, CT
• 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.

 

Connecticut Residents Only: The hourly range for this role is $16.54 to $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy  

 

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.

 

 

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.

 

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