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 full - time. Employees are required to work our normal business hours of 9:00 AM - 5:30 PM including the flexibility to work every other Saturday between the hours of 8:00 AM - 2:00 PM (candidate will get a day off during the week they work on a weekend) based on business need. Our office is located at 950 YALE AVENUE, WALLINGFORD, CT. We offer up to 4 weeks of training.

Primary Responsibilities:

• Answers incoming telephone calls
• Maintains open line of communication between Laboratory and physician offices
• Determines and meets the needs of all customers, both internal and external
• Provides quick follow through on customer inquiries and requests
• Works together as a team with all employees of Prohealth Physicians in an effort to improve its services to the customer base
• Assumes responsibilities for completing individual work assignments in a timely fashion
• Answers all incoming telephone calls as quickly as possible and responds to customer needs in a timely fashion
• Is polite, courteous, and respectful when responding to customer requests
• Designates phone calls to appropriate supervisor if unable to respond to inquiries immediately
• Keeps line of communication open between physician offices and Laboratory in order to maintain and improve customer relations
• Attempts to resolve customer complaints quickly - if unable to do so, routes call / complaint to appropriate supervisor
• Researches patient test results as needed, and gives verbal results and / or sends results to ordering client based upon needs of the physicians offices
• Researches missing test results and attempts to resolve - if unable to do so, directs call to appropriate supervisor
• Researches specimen requirements per request of client
• Processes add on requests for additional testing of specimens as needed (dependent upon specimen stability)
• Corrects test reports as needed, files appropriate paperwork as needed
• Dispatches Laboratory couriers as needed to pick up specimens from physician offices
• Communicates with reference lab (Quest Diagnostics) in an attempt to respond to customer inquiries regarding test results, specimen requirement, etc.
• Notifies Quest Laboratory of need to pick up STAT specimens from physician offices
• Reviews test reports from reference laboratory
• Follows appropriate protocols for processing Quest reports
• Reviews logs generated by the Harvest Orchard LIS Computer system
• Assists in Laboratory Quality Assurance program to ensure high quality service is delivered to customers
• Sort and distribute all incoming mail from Farmington Central Office to lab and practices
• Schedule patients for phlebotomy appointments at ProHealth draw locations and redirect those patients that require a Quest draw station due to location availability
• Communicates all critical results to providers
• Resolves and reports all specimen problems to offices, reference laboratory and Rldatix
• Reports all positive HEPATITIS, HIV, COVID PCR, CHLAMYDIA and GONORRHOEAE to State of Connecticut and town Health Departments
• Responsible for maintaining open lines of communication between all employees of Prohealth Physicians and Laboratory
• Assists in ensuring quality of service needs meets the need of clients. Performs all activities as needed to respond to client inquiries
• Responds to client inquiries and needs in a timely fashion
• Resolves complaints from customers in the approved time limit (24 hours, except when Laboratory is closed)

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) OR equivalent work experience
• 1+ years of experience with working in a customer service environment
• Familiarity with computer and Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any shift between the hours of 9:00 AM - 5:30 PM including the flexibility to work every other Saturday between the hours of 8:00 AM - 2:00 PM (candidate will get a day off during the week they work on a weekend) based on business need

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e., office, administrative, clerical, etc.), using phones and computers as the primary job tools
• Prior health care experience

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation

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.

Connecticut Residents Only: The salary range for Connecticut residents is $16.00 - $31.44. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

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