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Role Description

This position is Remote in Worcester, MA. If you are located within 40 miles of our office at 666 Lincoln Street, Worcester, MA, you will have the flexibility to work remotely as you take on some tough challenges.

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

This position is part-time (16 hours/week), Saturday and Sunday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 7:00 am - 3:00 pm. It may be necessary, given the business need, to work occasional overtime and weekends.

We offer 3 - 4 weeks of paid training. The hours during training will be aligned with your schedule. Training will be conducted onsite.

Primary Responsibilities:

• Receives and screens external and internal calls; answers incoming emergency and non-emergency calls for medical service.
• Directs / dispatches calls to appropriate area or contact, or documents and processes message.
• Utilizes all switchboard functionality including transfer, conference, serial call, hold, join, camp, page as well as all screen functionality and navigation.
• Handles emergency calls with assistance.
• Uses effective, active listening skills to determine patient needs.
• Manages patient expectations in a satisfactory and consistent manner.
• Uses conflict resolution and negotiation steps for handling difficult callers.
• Documents conflicts and issues to facilitate fact gathering, root cause analysis and actions for resolution.
• Receives external and internal calls during hours the organization is closed; answers incoming emergency and non-emergency calls for medical service; documents and processes message, dispatches call to appropriate area or contact.
• Logs every message or incident; documents required data; provides patient next steps and sets expectation for follow-up.
• Determines appropriate coverage, such as on call, next day, urgent care, triage, etc.
• Handles calls based on experience, training, policies and procedures.
• Dispatches or directs calls to appropriate contact based on experience, training, policies and procedures.
• Operates departmental software. Calls are directed properly throughout the system.
• Logs messages appropriately.
• Places phone calls and takes message accurately. Reads and signs the departmental communications book.
• Assists patients with general information: meetings, directions, classes, hours of operations, etc.
• Gains knowledge of organization information, programs, and classes.
• Maintains the departmental standard calls per hour during non-messaging times.
• Maintains the departmental standard calls per hour during off business hours.
• Complies with health and safety requirements and with regulatory agencies such as DPH, etc.
• Complies with established departmental policies, procedures, and objectives.
• Enhances professional growth and development through educational programs, seminars, etc.
• Attends a variety of meetings, conferences, and seminars as required or directed.
• Performs other similar and related duties as required or directed.
• Regular, reliable and predictable attendance is required.

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Experience with PC and Windows based programs including Microsoft Word, Microsoft Excel and Microsoft Outlook
• Ability to type at the speed of twenty-five WPM (words per minute)
• Ability to train onsite
• Ability to work any of our part-time (16 hours/week) shift schedules during our normal business hours of 7:00 am - 3:00 pm on Saturday and Sunday including the flexibility to work occasional overtime and weekends based on business need

Preferred Qualifications

• Switchboard / Call Center / Customer Service

Telecommuting Requirements

• Reside within 40 miles of our office, located at 666 Lincoln Street, Worcester, MA
• 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.

Pay and Benefits

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
• 401k contribution (all benefits are subject to eligibility requirements)

The salary for this role will range from $16.00 - $25.05 per hour based on full-time employment. We comply with all minimum wage laws as applicable.