Senior Customer Service Representative| Farmington, Connecticut | ProHealth Physicians

Call Center Scheduling Coordinator

This position follows office-based schedule with three in-office days per week and two days from home after training. Our office is located at 3 Farm Glen Blvd, Farmington, CT 06032.

Opportunities with Pro Health Physicians, part of the Optum family of businesses. When you work at Pro Health Physicians, your contributions directly sustain the health and well-being of our community. Discover high levels of teamwork, robust medical resources and a deep commitment to exceptional care and service. Join a leading community-based medical group and discover the meaning behind Caring. Connecting. Growing together.

This is a primarily inbound call center dealing with scheduling appointments for our over 80 offices across the state. The ideal candidate will have experience in customer service and preferably experience working over the phone. They need to be confident with multi-tasking. They will be navigating our scheduling system while also speaking on the phone to patients. This is a fast-paced, high-volume environment.

The ideal candidate will also be able to not take difficult situations with patients personally. There are also some outbound call responsibilities for appointment reminders.

This position is full-time, Monday
- Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 6:00 pm (multiple shifts available). It may be necessary, given the business need, to work occasional overtime or weekends. Employees are required to work three days onsite and two days from home after training. Our office is located at 3 Farm Glen Blvd, Farmington, CT 06032.

We offer up to four weeks of on-the-job training. The hours of training will be during an 8-hour shift between 8:00 am - 6:00 pm, Monday
- Friday. Training will be conducted onsite.

Primary Responsibilities:

• Respond to inbound inquiries and appointment scheduling requests for medical services
• Schedule appointments in practice management system in accordance with triage guideline, scheduling protocols and patient preferences
• Make outbound calls to eligible patients
• Recommend next best actions or cross promotional opportunities to patients and provide education on appropriate additional services or preventive health opportunities
• Listen to patient concerns and offer appropriate recommendations based on guidelines
• Call patients who are at - risk for not showing up with appointment reminders
• Document all caller information in customer relations management (CRM) tool
• Document and provide feedback from callers to the appropriate parties for follow - up and / or resolution
• Communicate with physician office staff on patient concerns, requests and scheduling changes
• Ensure that all actions comply with relevant guidelines protecting personal and health information (e.g., HIPAA requirements)
• Follow departmental policies & procedures, workflow guidelines and escalation processes at all times

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
• Computer proficiency (keyboarding skills and / OR experience with scheduling and / OR electronic medical records systems)
• Ability to work full-time, Monday
  - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 6:00 pm (multiple shifts available). It may be necessary, given the business need, to work occasional overtime or weekends.…