Senior Customer Service Representative - Farmington, CT

If you are in Farmington, CT, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

ProHealth Physicians is a physician-led medical group with 85 practice locations throughout Connecticut serving more than 10% of the state's residents. We empower physicians and advanced clinicians to better serve patients through enhanced care processes in support of improved patient outcomes. Formed in 1997, ProHealth Physicians has grown to include more than 350 primary care and specialty clinicians and offers select specialty and diagnostic/therapeutic services.

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.

Our office is located at 3 Farm Glen Blvd. Farmington, CT 06032. 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.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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)

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

Connecticut Residents Only: The hourly range for this is $16.54 - $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.

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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