**Experienced Full Stack Customer Service Representative – National Remote**

Are you a highly motivated and customer-focused individual looking for a challenging role that offers flexibility and opportunities for growth? Do you have a passion for delivering exceptional service and making a positive impact on people's lives? If so, we encourage you to apply for our Experienced Full Stack Customer Service Representative position, where you will be part of a dynamic team that is dedicated to providing world-class customer service. **About Us** Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. We are a team of passionate individuals who are committed to making a difference in the lives of our customers and communities. Our culture is guided by diversity and inclusion, and we strive to create a work environment that is inclusive, supportive, and empowering. **Job Summary** As an Experienced Full Stack Customer Service Representative, you will be responsible for providing exceptional customer service to our patients and callers, while also working collaboratively with our team to resolve complex issues and improve customer satisfaction. This is a challenging role that requires strong communication, problem-solving, and analytical skills, as well as the ability to work in a fast-paced environment. **Responsibilities** * Answer inbound phone calls daily while providing a high-quality patient/caller experience * Schedule, reschedule, and cancel appointments * Register new patients, verify patient demographics and health insurance, and update patient information in designated databases * Respond to general information requests and/or inquiries from patients, physicians, medical offices, and other callers * Communicate effectively and in a professional manner * Transfer non-applicable calls to appropriate internal departments to ensure patient satisfaction * Process all work-related responsibilities in an efficient, timely, and accurate manner * Consistently develop and maintain a working knowledge of all medical specialties as they relate to the position * Accurately transmit detailed written communications in a clear and concise manner to site staff and physicians via our medical communication platforms * Adhere to system guidelines, policies, and procedures while meeting the needs of all callers encountered throughout the workday * Displays proficiency in the technological areas required to perform daily primary responsibilities * Performs additional general responsibilities as assigned or required **Basic Call Handling** * Will always answer with the appropriate greeting on the first ring unless on another call * Speaks in a confident, friendly, pleasant tone, with good diction and clear enunciation, displays a "smile" in their voice, thus projecting a positive image * Displays an appropriate and professional attitude. Follows the Bassett Healthcare Network and Contact Center Telephone courtesy standards. Values others' opinions even though they may be different from their own * Practices active listening and uses appropriate fact-finding questions, refrains from blind transfer of calls * Will always follow established written and electronic protocols * Takes control of call using solid customer service skills; refrains from "overtalk" and giving advice * Will utilize all tools available to process calls, including but not limited to directory, I-series, protocols, point people, help phone, Epic decision trees, Contact Center management * Will follow all service-specific and online protocols, as well as specials and Client Information pages * Processes calls after normal business hours, holidays, meetings, lunch coverage, etc. for Cooperstown campus, clinics, specialty care providers, and several regional sites * Accesses Epic to verify appointments for patients; all patient demographics will be verified and updated accordingly in the Epic system * Will process appointment scheduling calls in a professional manner * Department-specific protocols will be adhered to for each type of call * Insurance coverage and co-pay are verified and updated in Epic using the real-time eligibility feature * Appropriate guarantor account created in the instance of a new BMH patient * Processes Open Referrals according to protocol * Processes Cyclical, Linked, or Coordinated appointments according to protocol * Will take complete, accurate, and understandable message for each call with emphasis on correct spelling * Message add to be made when needed; message is to be expanded and distributed per protocol * Will set repeats and message adds when necessary * Prescription refill requests are processed according to protocol. Emphasis is placed on accuracy and correct spelling; abbreviations are not used * Always maintain patient confidentiality **Quantitative Measures** * Meets or exceeds the Contact Center performance standards for the following call handling quantitative measures: + On-time: 90% or higher + Time to Answer: 90% or higher on first ring + Disconnect Time: 24 seconds on average **Emergency Call Handling** * Will process all code calls and team activations according to the appropriate protocol * Will follow protocol for all Overhead Announcements * Will complete all pertinent information and take complete and accurate message tickets per protocol * Will activate any pagers listed in the protocol or contact appropriate personnel via other methods as dictated in protocol * Will make any necessary overhead announcements per protocol * Will process an "All Clear" when notified appropriately * Will contact a member of Contact Center management with any issue or concern on any code or team activation * Will contact 911 and other emergency authorities according to protocol * Will process nurse triage and secretarial calls in a professional manner **Monitoring Facility Alarm Systems** * Will monitor and respond to all Facility Alarms, including but not limited to: + Alarm Panel, Scanner, Security Radio, Baby Alarm, Weather Radio, Temperature Monitoring System, Strongline (Employee Assistance), Call Boxes * Will document appropriately (i.e., account 59 or 69) * Will process according to protocols **Electronic Medical Record** * Will utilize Epic view access to obtain minimum information needed to accurately complete the job * Will act as initial "Help Desk" for MyBassett Health Connection to assist callers with issues or concerns on their MyBassett Health Connection accounts * Will activate MyBassett Health Connection accounts for patients **Department Specific Tasks** * Solid understanding of the Amtelco call handling system; will contact a member of Contact Center management with any issue or concern * Processes additional calls (i.e., Pre-registration calls, logistics, etc.) as designated by a supervisor * Attends assigned Contact Center daily huddle meetings * Performs other duties as requested and observed by supervisor or manager **Status Changes** * Status changes for pagers are documented in account 2525 and processed accurately in a timely manner. Contact Center on call will be notified of any issue or concern. * On Call changes are documented in account 55 and processed in a timely manner; Contact Center on call will be notified of any issue or concern. **Requirements** * High school diploma/ GED * 1+ years Experience in customer service, communications or call center environment * Must be 18 years of Age OR older * Basic computer skills * Familiarity with Microsoft Office Applications (Outlook, Word, Excel) * Ability to work any of our 12-hour shift schedules during our normal business hours of 7:00am to 7:00pm. It may be necessary, given the business need, to work occasional overtime. **Preferred Qualifications** * Ability to Type minimum of 50 words per minute **Telecommuting Requirements** * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Ability to keep all company sensitive documents secure (if applicable) * 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 listen and assimilate new information rapidly * Collaborates with Contact Center team and consistently performs all duties at the highest-level during crisis, whether individually or as a team * Technical skills would be valuable * Demonstrates strong oral and written communication skills * Possess excellent interpersonal and "system thinking" skills * Strong communication and customer service skills * Exceptional organizational/time management skills * Ability to work in a dynamic environment both independently and in a group setting **Compensation and Benefits** * Hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $27.31 per hour * 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) **Why Join Us?** 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. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and making a positive impact on people's lives, we encourage you to apply for our Experienced Full Stack Customer Service Representative position. Apply for this job