Experienced Senior Customer Service Representative – Remote in CT
At careerzynith, we're committed to making healthcare better for everyone. As a Senior Customer Service Representative, you'll be an integral part of our team, working remotely in CT, and playing a vital role in delivering exceptional patient experiences. If you're passionate about customer service, have a knack for problem-solving, and thrive in a dynamic environment, we want to hear from you.
- *About careerzynith**
careerzynith is a clinician-led care organization that's changing the way clinicians work and live. We're part of the Optum family of businesses, and our mission is to help people live healthier lives and make the health system work better for everyone. We believe in the power of diversity and inclusion, and we're committed to creating an environment where everyone can thrive.
- *The Role**
As a Senior Customer Service Representative, you'll be responsible for providing compassionate and exceptional support to patients, answering their inquiries, and resolving complex issues in real-time or through comprehensive follow-up. You'll work closely with our Program Manager and other support resources to ensure that patients receive the best possible care.
- *Key Responsibilities:**
- Place outreach calls to eligible members and schedule appointments with our ENPs at various locations within the organization.
- Provide exceptional support to patient inquiries related to the Program and their Annual Wellness Visit, meeting metrics of 50-80 outbound calls daily.
- Answer incoming phone calls and retrieve voicemails from patients, identifying the type of assistance they need.
- Own problems through to resolution on behalf of the patient in real-time or through comprehensive and timely follow-up.
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
- Meet performance goals established for the position in the areas of call metrics, quality, patient satisfaction, and attendance.
- *Requirements:**
- High School Diploma/GED or 10+ years of equivalent working experience.
- Must be 18 years of age or older.
- 1+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting, or phone support role.
- Familiarity with computer and Windows PC applications, including the ability to learn new and complex computer system applications.
- Ability to work within our regular business hours, which are from 8:30 am - 5:00 pm OR 9:00 am - 5:30 pm EST from Monday - Friday.
- *Telecommuting Requirements:**
- Reside within the state of Connecticut.
- 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.
- *Soft Skills:**
- Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.
- Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed.
- Ability to work independently and self-motivated.
- *What We Offer:**
- Competitive hourly rate of $16.88 to $33.22 per hour based on full-time employment.
- Comprehensive benefits package, including medical, dental, and vision insurance.
- Incentive and recognition programs.
- Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- A dynamic and supportive work environment that encourages growth and development.
- *Why Join careerzynith?**
At careerzynith, we're committed to making healthcare better for everyone. We believe in the power of diversity and inclusion, and we're dedicated to creating an environment where everyone can thrive. If you're passionate about customer service, have a knack for problem-solving, and thrive in a dynamic environment, we want to hear from you.
- *How to Apply:**
If you're ready to take your customer service skills to the next level and join a team that's making a difference in healthcare, apply now! Visit our website or click the link below to submit your application.
We can't wait to hear from you!
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