Senior Customer Service Representative - Remote in CT

ProHealth Physicians (CT), part of the Optum family of businesses, is seeking a Senior Customer Service Representative to join our team in CT. 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.

This is a full-time position, requiring a commitment of 40 hours per week, scheduled Monday - Friday. Employees must be flexible to accommodate various 8-hour shift schedules within our regular business hours, which are from 8:30 am - 5:00 pm OR 9:00 am - 5:30 pm EST.

While the role is remote, our main office is situated at 3 Farm Glen Blvd, Farmington, CT. Please note that there will be several mandatory in-person meetings and training sessions throughout the year.

We offer 4 - 6 weeks of on-the-job training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

If you are located in Connecticut, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Placing outreach calls to eligible members and scheduling with our ENP's at various locations within the organization, with direction of Program Manager.
• Provide compassionate and exceptional support to patient inquiries related to the Program and their Annual Wellness Visit, while meeting metrics of 50-80 outbound calls daily.
• Answer incoming phone calls and retrieving voicemails from patients and identifying the type of assistance the customer needs.
• Own problem through to resolution on behalf of the patient in real time or through comprehensive and timely follow-up with the patient.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues.
• Meet the performance goals established for the position in the areas of: call metrics, quality, patient satisfaction, and attendance.

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 10+ years of equivalent working experience
• Must be 18 years of age OR older
• 1+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting OR phone support role
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work within our regular business hours, which are from 8:30 am - 5:00 pm OR 9:00 am - 5:30 pm EST from Monday - Friday

Telecommuting Requirements:

• Reside within the state of Connecticut
• 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

Soft Skills:

• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and / OR weekends, as needed
• Ability to work independently and self-motivated

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

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. 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.