Call Center Receptionist – Brooklyn NY Full Time

Optum in the tri-state region (formerly CareMount Medical, ProHEALTH New York, Crystal Run Healthcare and Riverside Medical Group) offers an interconnected network that enables us to work collaboratively to better coordinate care among our doctors and care teams. Together, we offer you and your family access to more than 2,100 providers, representing 70 specialties, working in 360 medical practices and more than 55 urgent care locations across New York, New Jersey, and Southern Connecticut. For more information, visit www.optum.com/tri.

ProHealth is one of the largest private multi-specialty medical practices in the Northeast and has been serving the health needs of Long Island and the Greater New York Metropolitan area since 1997. With over 900 providers in 300 locations, our goal is to provide quality health care to ensure that our patients get the right care at the right time. At Optum, we are transforming healthcare nationally while providing physician-led care locally. Join us to start 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. 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.

Schedule: 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.

Location: 7117 13^th 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

What are the reasons to consider working for UnitedHealth Group? Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• 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:

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 customer service or healthcare related experience
• Intermediate level of proficiency with Microsoft office programs

Preferred Qualifications:

• 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
• Bilingual Russian or Cantonese or Mandarin, and English

Soft Skills:

• Ability to work independently and maintain good judgment and accountability
• Demonstrated ability to work well with healthcare providers
• Strong organizational and time management skills
• Ability to multi-tasking 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

The salary range for this role is $16.00 to $28.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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 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

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