Senior Customer Service Representative (Optum) - Phoenix, AZ
Company: UnitedHealth Group
Location: Gilbert
Posted on: March 16, 2023
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Job Description:
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 diversity and inclusion, talented peers,
comprehensive benefits and career development opportunities. Come
make an impact on the communities we serve as you help us advance
health equity on a global scale. Join us to start Caring.
Connecting. Growing together. Under general supervision in the Call
Center , the Senior Customer Service Representative is responsible
for representing the physician's office through telephonic
communication consisting of both inbound and outbound calls,
schedules appointments and provides direction to callers as needed.
Applies knowledge/skills to a range of moderately complex
scheduling and customer service activities. Responsible for
mentoring lower level team members, assist with more complex issues
and routes appropriately to department Lead as needed. This
position is full-time. Employees are required to have flexibility
to work any of our 8-hour shift schedules during our normal
business hours of 7:00am - 8:00pm (7 days/week). Our office is
located at 20414 North 27th Avenue, Phoenix, AZ. Primary
Responsibilities: Acts as a primary resource for handling staff
inquiries regarding policies and procedures. Training: Ensures
newly hired staff is trained within 90 days. Trains newly hired
staff and works as a mentor to develop good working habits to
ensure the success of the troupe. Displays positive behavior and
regularly supports department efforts to improve employee
engagement and morale. Remains accountable and implements
information derived from staff meetings. Conduct and administers
team huddles and updates/reminders. Satisfactorily completes
additional tasks and special projects as assigned. Accuracy:
Maintain a quality assurance audit score of 95%. Acquire no more
than 12 scheduling errors in the calendar year. Send and receive
tasks and emails to provider offices to assist patients with
medical care and escalated issues. 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 higher) 1 years of experience in a call
center/customer service environment Healthcare/Managed Care and/or
insurance industry, scheduling guidelines General knowledge of
Microsoft Word and Excel Ability to work between the hours of
7:00am - 8:00pm Preferred Qualifications: 1 years of experience in
a healthcare environment Working knowledge of IDX, Imagecast,
Touchworks and ImpactMD Medical terminology Working knowledge of
computerized telephone system and ACD Careers with Optum . Our
objective is to make health care simpler and more effective for
everyone. With our hands at work across all aspects of health, you
can play a role in creating a healthier world, one insight, one
connection and one person at a time. We bring together some of the
greatest minds and ideas to take health care to its fullest
potential, promoting health equity and accessibility. Work with
diverse, engaged and high-performing teams to help solve important
challenges. 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. RPO RED
Keywords: UnitedHealth Group, Gilbert , Senior Customer Service Representative (Optum) - Phoenix, AZ, Other , Gilbert, Arizona
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