UnitedHealth Group Switchboard Operator - Worcester, MA in Worcester, Massachusetts
Opportunities with Reliant Medical Group. When you join Reliant, you’ll be part of a community-based, multi-specialty, physician-led medical group. Everyone works collaboratively on a common purpose: improving the quality, cost and experience of health care. With the resources of a global health organization - Optum - behind us, we’re at the forefront of value-based care. Supported by a patient-centric business model - integrated care teams focus on the best patient care, rather than volume. Here, you’ll contribute to an exceptional patient experience. Discover a place where you can help shape the future of health care and do your life’s best work.(sm)
This position receives, screens and directs external and internal calls. Assists patients with general information including meetings, directions, classes, hours of operations, etc. Maintains the departmental standard calls per hour during non-messaging times. Maintains the departmental standard calls per hour during off business hours.
Schedule:30 hours (Thursday - 4-11 ; Saturday - 7a-4p; Sunday - 3-11 )
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 predicable attendance is required
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.
High School diploma or equivalent
Ability to type twenty-five words per minute
Knowledge of various software applications such as Microsoft Word, Excel, Outlook, etc.
Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance
Switchboard/Call Center/ Customer Service
Excellent organizational, interpersonal and communication skills
Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.
- Physical health sufficient to meet the ergonomic standards and demands of the position
To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles require full COVID-19 vaccination as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
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.
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