Senior Customer Service Representative

About the role

ProHealth Physicians (CT), part of the Optum family of businesses, is hiring a Senior Customer Service Representative in Farmington, CT. The role is primarily inbound, handling appointment scheduling for more than 80 offices across the state, in a fast-paced, high-volume call center. The schedule is office-based with 3 in-office days per week, and the office is at 3 Farm Glen Blvd, Farmington, CT.

Key responsibilities

• Respond to inbound inquiries and appointment scheduling requests for medical services
• Schedule appointments in the practice management system according to triage guidelines, scheduling protocols and patient preferences
• Make outbound calls to eligible patients, including appointment reminders for patients at risk of not showing up
• Recommend next steps or cross-promotional opportunities and educate patients on additional services or preventive health options
• Listen to patient concerns and offer recommendations based on guidelines
• Document caller information in the CRM tool and share feedback with the right parties for follow-up or resolution
• Communicate with physician office staff about patient concerns, requests and scheduling changes
• Ensure compliance with privacy guidelines such as HIPAA, and follow departmental policies and escalation processes

Required profile

• High school diploma / GED or equivalent work experience; must be 18 or older
• Full-time, Monday to Friday, in any 8-hour shift between 8:00 am and 6:00 pm, with flexibility for occasional overtime or weekends
• Must be able to work 3 days onsite and 2 days from home after training
• Preferred: 2+ years of customer service experience, healthcare or medical office experience, and call center experience
• For remote work: live within commuting distance of the office, have a private workspace and access to a UnitedHealth Group-approved high-speed internet connection

Required skills

• Computer proficiency, including keyboarding and scheduling systems
• Preferred: Microsoft Office suite, especially Excel, Word and Outlook
• Preferred: familiarity with medical terminology and medical insurance requirements

What we offer

• Up to 4 weeks of on-the-job training, onsite during normal business hours
• Hourly pay of $18-$32 depending on factors such as experience and education
• Benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility)