Requisition number: 2350315
Job category: Customer Services
Primary location: Worcester, MA
Overtime status: Non-exempt
Travel: No
This position is Remote in Worcester, MA. If you are located within 40 miles of our office at 666 Lincoln Street, Worcester, MA, you will have the flexibility to work remotely* as you take on some tough challenges.
Reliant Medical Group, part of the Optum family of businesses, is seeking a Part Time Switchboard Operator to join our team in Worcester, MA. Optum is a clinician-led care organization that is changing the way clinicians work and live.
As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.
At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you'll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.
This position is part-time (16 hours/week), Saturday and Sunday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 7:00 am - 3:00 pm. It may be necessary, given the business need, to work occasional overtime and weekends.
We offer 3 - 4 weeks of paid training. The hours during training will be aligned with your schedule. Training will be conducted onsite.
Primary Responsibilities:
- 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.
Required Qualifications:
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of customer service experience
- Experience with PC and Windows based programs including Microsoft Word, Microsoft Excel and Microsoft Outlook
- Ability to type at the speed of twenty-five WPM (words per minute)
- Ability to train onsite
- Ability to work any of our part-time (16 hours/week) shift schedules during our normal business hours of 7:00 am - 3:00 pm on Saturday and Sunday including the flexibility to work occasional overtime and weekends based on business need
Preferred Qualifications:
- Switchboard / Call Center / Customer Service
Telecommuting Requirements:
- Reside within 40 miles of our office, located at 666 Lincoln Street, Worcester, MA
- 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.
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $16.00 - $25.05 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
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.
OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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