Patient Support Specialist - Poughkeepsie, NY

Optum NY, (formerly Optum Tri-State NJ) is seeking a Patient Support Specialist to join our team in Poughkeepsie, NY. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone.

At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you’ll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

Patient Support Specialist will be responsible for high Volume phone calls – fast paced.   Patient support and respond to requests for information.   Receive and handle 70+ calls to schedule appointments for physicals, office and sick visits, consults, hospital follow ups, annual wellness exams and CDL exams across defined medical specialties.

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 9:30am – 6:00pm EST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 6 Neptune Rd. Poughkeepsie, NY

We offer 2 weeks of paid training. The hours during training will be 8:30am to 5:00pm EST, Monday - Friday.  Training will be conducted onsite.

Primary Responsibilities: 

• Provide quality Customer Service to the patients and visitors courteously and promptly
• Receive and handle 70+ calls to schedule appointments for physicals, office and sick visits, consults, hospital follow ups, annual wellness exams and CDL exams across defined medical specialties.
• Maintain knowledge of individual physicians scheduling requirements and preferences
• Collect pertinent details and communicate effectively to create concise tasks to clinical team members.
• Apply Patient Experience Tenants and provide exceptional care by achieving one-call resolution through expert scheduling capabilities, in a courteous and professional manner.
• Research and troubleshoot scheduling/operational challenges, taking all necessary steps to resolve and ensure full resolution.  Report issues to Leadership team and proactively make recommendations/suggest solutions.
• Participate in weekly huddles and team meetings for updates and refreshers on call center processes, procedures and systems.
• Provide patient support and respond to requests for information in a courteous and timely manner
• Performs related work as required

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 OR equivalent experience
• Must be 18 years of age OR older
• 6+ months of call center or high volume customer service phone experience
• Ability to work full-time, Monday - Friday between 9:30am – 6:00pm EST. It may be necessary, given the business need, to work occasional overtime or weekends

Preferred Qualifications:

• 2+ years of experience in a medical practice environment
• 2+ years of call center or high volume customer service phone experience
• Computer skills – Microsoft Office (Outlook, Word, Excel)

New York Residents Only: The hourly range for this is $16.00 - $28.27 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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