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Senior Customer Service Representative (Optum) - Phoenix, AZ


Food Service Coordinator


Phoenix, Arizona, United States

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.

Under general supervision in the Call Center, the Senior Customer Service Representative is responsible for representing the physician’s office through telephonic communication consisting of both inbound and outbound calls, schedules appointments and provides direction to callers as needed. Applies knowledge/skills to a range of moderately complex scheduling and customer service activities. Responsible for mentoring lower level team members, assist with more complex issues and routes appropriately to department Lead as needed.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm (7 days/week). Our office is located at 20414 North 27th Avenue, Phoenix, AZ.

Primary Responsibilities:

  • Acts as a primary resource for handling staff inquiries regarding policies and procedures.
  • Training: Ensures newly hired staff is trained within 90 days. Trains newly hired staff and works as a mentor to develop good working habits to ensure the success of the troupe.
  • Displays positive behavior and regularly supports department efforts to improve employee engagement and morale. Remains accountable and implements information derived from staff meetings. Conduct and administers team huddles and updates/reminders.
  • Satisfactorily completes additional tasks and special projects as assigned.
  • Accuracy: Maintain a quality assurance audit score of 95%. Acquire no more than 12 scheduling errors in the calendar year.
  • Send and receive tasks and emails to provider offices to assist patients with medical care and escalated issues.

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 higher)
  • 1+ years of experience in a call center/customer service environment
  • Healthcare/Managed Care and/or insurance industry, scheduling guidelines
  • General knowledge of Microsoft Word and Excel
  • Ability to work between the hours of 7:00am - 8:00pm

Preferred Qualifications:

  • 1+ years of experience in a healthcare environment
  • Working knowledge of IDX, Imagecast, Touchworks and ImpactMD
  • Medical terminology
  • Working knowledge of computerized telephone system and ACD

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.