Switchboard Operator

UnitedHealth Group | Worcester, MA


*** $1,000 Sign-on bonus for External Hires ***

Opportunities with Reliant Medical Group. When you join Reliant, you'll be part of a community-based, multi-specialty, physician-led medical group. Everyone works collaboratively on a common purpose: improving the quality, cost and experience of health care. With the resources of a global health organization - Optum - behind us, we're at the forefront of value-based care. Supported by a patient-centric business model - integrated care teams focus on the best patient care, rather than volume. Here, you'll contribute to an exceptional patient experience. Discover a place where you can help shape the future of health care and do your life's best work.(sm)

This position receives, screens and directs external and internal calls. Assists patients with general information including meetings, directions, classes, hours of operations, etc. Maintains the departmental standard calls per hour during non-messaging times. Maintains the departmental standard calls per hour during off business hours.

Hours: Part Time, 20 Hours per week between 3:30pm - 10:30 pm

Days: Monday, Tuesday, Thursday & Friday. No weekends and rotating Holidays

Training Location: 666 Lincoln Street, Worcester, MA

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
  • Logs every message or incident; documents required data; provides patient next steps and sets expectation for follow-up
  • 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
  • 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 established departmental policies, procedures, and objectives

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:
  • Familiarity with the use of PC, typing capabilities, and comfort with various software applications such as Microsoft Word and Outlook.
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

Preferred Qualifications:
  • Switchboard/Call Center/ Customer Service
  • Excellent organizational, interpersonal and communication skills

Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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.

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November 29, 2022