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Senior Customer Service Representative - Remote in Farmington, CT

Company: UnitedHealth Group
Location: New Britain
Posted on: September 19, 2023

Job Description:

If you are located within a commutable distance of Farmington, CT, you will have the flexibility to telecommute* (work from home) 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 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.
Advantage Plus Network - Connecticut (APN - CT) is currently seeking a Senior Customer Service Representative.--
In this role, your primary responsibility will involve serving as a dedicated Outreach Coordinator for our Embedded Nurse Practitioner Program (ENP), scheduling our Medicare Advantage members for Annual Wellness Visits. --
This position is full - time (40 hours / week), Monday - Friday. Employees are required to work any 8-hour shift between the operating hours of 8:00 AM - 5:30 PM EST including the flexibility to work occasional overtime based on business need. Our office is located at 3 Farm Glen Blvd, Farmington, CT.
We offer weeks of paid on the job training. The hours during training will be discussed. While the role is remote, Please note that there will be several mandatory in - person meetings and training sessions throughout the year.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Primary Responsibilities:

  • Placing outreach calls to eligible members and scheduling with our ENP's at various locations within the organization, with direction of Program Manager
  • Provide compassionate and exceptional support to patient inquiries related to the Program and their Annual Wellness Visit, while meeting metrics of 50 - 80 outbound calls daily
  • Answer incoming phone calls and retrieving voicemails from patients and identifying the type of assistance the customer needs
  • Own problem through to resolution on behalf of the patient in real time or through comprehensive and timely follow - up with the patient
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
  • Meet the performance goals established for the position in the areas of: call metrics, quality, patient satisfaction, and attendance
    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) OR 10+ years of equivalent working experience
  • 1+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting, OR phone support role
  • Familiarity with using computer and Windows personal computer applications, which includes the ability to learn new and complex computer system applications
  • Ability to travel up to 10% of the time
  • Ability to work any 8-hour shift between the operating hours of 8:00 AM - 5:30 PM EST from Monday - Friday including the flexibility to work occasional overtime based on business need
    Preferred Qualifications:
  • Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over - time and / or weekends, as needed
    Telecommuting Requirements:
  • Reside within a commutable distance of Farmington, CT
  • 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:
  • Ability to multi - task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
    Connecticut Residents Only:--The salary range for Connecticut residents is $16.00 - $31.44. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.
    At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for 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.

Keywords: UnitedHealth Group, New Britain , Senior Customer Service Representative - Remote in Farmington, CT, Hospitality & Tourism , New Britain, Connecticut

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