Two Chicks With A Side Hustle

If you are located within a commutable distance of 666 Lincoln Street, Worcester, MA, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.  

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is part-time, Sunday, Monday, and Thursday. Employees are required to have flexibility to work our normal business hours of 10:00 pm – 6:00 am on Sundays & Mondays and 4:00 pm – 8:00 pm on Thursdays. It may be necessary, given the business need, to work occasional overtime and weekends. Our office is located at 666 Lincoln Street, Worcester, MA  and will come onsite 3 times a month. 

We offer 4 weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment. Training will be conducted onsite.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy. 

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 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 25+ WPM (words per minute)
  • Must have their own equipment when working from home as the business does not supply equipment
  • Ability to come onsite for 3 times a month
  • Ability to work any part-time shift between the hours of 10:00 pm – 6:00 am on Sundays & Mondays and 4:00 pm – 8:00 pm on Thursdays including the flexibility to work occasional overtime and weekends based on business need

Preferred Qualifications:

  • Switchboard / Call Center / Customer Service

Telecommuting Requirements: 

  • Reside within a commutable distance of 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 

Soft Skills:

  • Excellent organizational, interpersonal and communication skills

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