Overview
Call Center Receptionist – Brooklyn, NY Jobs in Brooklyn, NY at Optum
Full Job Description
Opportunities with Optum in the Tri-State region(formerly CareMount Medical, ProHEALTH New York, Crystal Run Healthcare and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey, and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behindCaring. Connecting. Growing together.
Optum Radiology Brooklyn,part of Optum, has an immediate opening for a friendly, patient focused and detailed orientedCall Center Receptionistto join our team. 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.
TheCall Center Receptionistis 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.
Location:7119 13th 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 progra…
Title: Call Center Receptionist – Brooklyn, NY
Company: Optum
Location: Brooklyn, NY
Category:
