Senior Customer Service Representative

2 days ago

Farmington, Connecticut, United States UnitedHealth Group Full time
Job Summary

We are seeking a highly skilled and compassionate Senior Customer Service Representative to join our team at UnitedHealth Group. In this role, you will be responsible for providing exceptional customer service to patients and families, while also navigating our scheduling system to ensure seamless appointment coordination.

Key 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
Requirements
  • 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)
Preferred Qualifications
  • 2+ years of customer service experience
  • Experience in a call center environment
  • Experience in the healthcare industry or medical office
  • Proficient in the Microsoft Office suite with emphasis on Microsoft Excel
  • Microsoft Word
  • Microsoft Outlook
  • Familiarity with medical terminology and medical insurance requirements
Telecommuting Requirements
  • Reside within commutable distance of 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

We offer 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.

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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