Requisition number: 2372507

Job category: Customer Services

This position is Remote in Massachusetts. You will have the flexibility to work remotely* as you take on some tough challenges.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Under direct supervision, assists patients and other callers through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative (PSR) plays an integral role as a member of the patients care team by screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem solving skills to strengthen the patient/ care team relationship. Manages a high volume of calls most often from a remote setting for a defined service line and is responsible for organizing and prioritizing action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. PSR must have outstanding verbal and written communication skills to ensure the patient and team members understand process, next steps, and clinical teams have accurate documentation.

This position is part time (20 hours a week) Friday - Sunday. Employees are required to have flexibility to work any of our schedules during our normal business hours of Friday 5:00 pm - 9:00 pm, Saturday and Sunday 1:00 pm - 9:30 pm. It may be necessary, given the business need, to work occasional overtime.

We offer 4 - 6 weeks of paid training. The hours during training will be either weekends or weeknights. Training will be conducted virtually from your home.

Primary Responsibilities:

• Supports a high volume of phone calls adhering to department productivity standards set forth by service line.

• Manages all incoming patient calls to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members/clinical staff. This includes chart review to identify previous activity that may have occurred related to the call.

• Adheres to service line booking guidelines to ensure that practice and/or urgent care utilization is optimized safely and effectively as well as supports the needs of our patients.

• Documents details of each call in the patients' electronic medical record where appropriate and in accordance with standard work using both service line documentation tools as well in addition to free text where appropriate to ensure coordination of care.

• Effectively deescalates issues with upset patients. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor.

• Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement.

• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies.

• Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department.

• Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment. Adheres to requirements outlined in the remote work agreement.

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 work experience

• Must be 18 years of age OR older

• 2+ years of customer service OR clinical experience

• Electronic medical record (EMR) experience and / OR aptitude to master the EMR based on other technology experience

• Knowledge of medical terminology

• Experience booking, rescheduling, and canceling appointments using digital scheduling platforms.

• Proficient in Microsoft Outlook and Microsoft Teams, for communication, scheduling coordination, and internal collaboration.

• Ability to work part time (20 hours a week) Friday - Sunday. Employees are required to have flexibility to work any of our schedules during our normal business hours of Friday 5:00 pm - 9:00 pm, Saturday and Sunday 1:00 pm - 9:30 pm.

Preferred Qualifications:

• EPIC experience

• Experience in a high volume call center OR clinical practice

Telecommuting Requirements:

• Reside within Massachusetts

• 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:

• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

• Written Communications: Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers.

• Oral Communications: Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers.

• Knowledge: Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situations.

• Teamwork: Ability to work collaboratively with interdisciplinary teams of consisting of remote and onsite staff to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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