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Job Details
Opportunities with Optum in the Tri-State region (formerly CareMount Medical, ProHEALTH New York, Crystal Run Healthcare and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey, and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind Caring. Connecting. Growing together. Optum Radiology Brooklyn, part of Optum, has an immediate opening for a friendly, patient focused and detailed oriented Call Center Receptionist to join our team. A 37.5 work week Monday through Saturday. (with one day off during the week) between the hours 12:00 pm to 8:00 pm and on Saturdays between the hours of 8:00am to 4:00pm. The schedule will be determined by the hiring manager upon hire. The Call Center Receptionist is responsible for the completion of set processes and protocols. Works cooperatively with all members of the care team to support the vision and mission of the organization, deliver excellent customer service, and adhere to Lean processes. Supports the teams in meeting financial, clinical, and service goals. Location: 7119 13th Ave. Brooklyn, NY 11228 Primary Responsibilities:
- Answering a high volume of inbound calls and making outbound calls while following a script
- Responding to questions and concerns along with creating patient cases for other staff
- Making appointments, confirming appointments, and rescheduling appointments
- Providing support from start to finish to resolve patient inquiries or concerns
- Ensuring patient satisfactory while providing the high level of care
- Support Center Admin and leadership team with a unified approach complying with all UHG expectations and protocols
- Communicate to center leadership any concerns or updates regarding call center teammates
- Identify and communicate on workflow barriers or process opportunities. Gather data and examples to present. Also come prepared with ideas of how we could resolve
- Call flow reports-obtain and present both weekly and monthly updates
- High level of proficiency and understanding of Unity
- Attend meeting to present collected data as requested by Center Admin
- Elevated call volume-report when peaks occur and when leadership was notified. Also report low call volume times and track
- Adapt Lunch rotation schedule as needed. Coordinate with Center Admin on upcoming PTO and coverage plan to ensure proper staffing/coverage for call center
- Monitor daily call center average wait times and abandoned rates. Encouraging teammate to adjust workflow during peaks
- Monitoring completion of assigned call center teammate tasks
- Ensuring teammates are up to date, educated and utilizing resources available to support their role and expectations
- Reporting and sharing of call center metrics
- Reporting and sharing of Individual call center teammate statistics
- Total number of calls answered by teammate
- # hours worked per week
- Average talk time (length of time on calls)
- Notes pertaining to any large variances-why they are occurring and what actions will be taken to resolve
- Other duties as assigned
- Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
- Medical Plan options along with participation in a Health Spending Account or a Health Saving account
- Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
- 401(k) Savings Plan, Employee Stock Purchase Plan
- Education Reimbursement
- Employee Discounts
- Employee Assistance Program
- Employee Referral Bonus Program
- Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
- More information can be downloaded at: http://uhg.hr/uhgbenefits
- High School Diploma/GED (or higher)
- 1+ years of customer service or healthcare related experience
- Intermediate level of proficiency with Microsoft Office programs
- Knowledge of insurance carriers and managed care plans
- Epic experience
- 1+ years of experience working in a medical front office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
- Interest in cross training as a Medical Assistant
- Ability to work independently and maintain good judgment and accountability
- Demonstrated ability to work well with health care providers
- Strong organizational and time management skills
- Ability to multi-task and prioritize tasks to meet all deadlines
- Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others
About the Company
UnitedHealth Group
Minnetonka, MN, United States
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more