Support patient care through high-volume call management and first-call resolution while working remotely in Massachusetts.
About Optum / UnitedHealth Group
Optum, part of UnitedHealth Group, helps millions of people live healthier lives by combining care with technology. The team is focused on improving health outcomes, advancing equity, and simplifying the healthcare experience.
Schedule
- Full-time, Monday – Friday
- 8-hour shifts between 8:30 AM – 5:00 PM EST
- Occasional overtime as business needs require
- 4–6 weeks of paid training (hours aligned with schedule)
Responsibilities
- Manage a high volume of patient calls, providing first-call resolution or routing as needed
- Screen patient inquiries, review charts, and determine next steps for appointments or requests
- Book appointments following service line guidelines to optimize clinic utilization
- Process forms, referrals, prior authorizations, and renewals, answering related questions
- Document all call details in the electronic medical record (EMR)
- Update patient information (demographics, PCP selection, insurance) with each call
- De-escalate upset patient interactions with advanced listening and problem-solving skills
- Collaborate with supervisors to resolve operational issues and identify improvements
Requirements
- High School Diploma/GED OR equivalent customer service experience in a clinical setting
- Must be 18 years of age or older
- 1+ years of customer service in a clinical setting
- EMR experience
- Ability to work full-time, Monday – Friday, with flexibility for business needs
Preferred Qualifications
- Experience in an ACD (Automatic Call Distribution) call center
- EPIC system experience
Telecommuting Requirements
- Reside within commutable distance to Worcester, MA (100 Front Street)
- Dedicated, private home workspace
- High-speed internet (UHG-approved)
- Ability to secure sensitive company documents
Benefits
- Pay: $16.00 – $27.69 per hour (based on experience and location)
- Comprehensive health, dental, and vision insurance
- 401(k) with company match and equity stock purchase options
- Paid time off, incentive and recognition programs
- Career growth and professional development opportunities
Step into a role where your ability to listen, organize, and problem-solve directly impacts patient care.
Happy Hunting,
~Two Chicks…