Jobs for People with MS: National MS Society

If you are located within 40 miles of our office location at 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.

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.

This position is part time. Employees are required to have flexibility to work our shift schedules of Saturday & Sunday from 7:00am - 3:00pm and Monday & Friday from 4:30pm - 8:30pm (24-hour schedule). It may be necessary, given the business need, to work occasional overtime and holidays (minimum requirement of 4 holidays a year). Employees are required to work minimum of 3 times a month in the office.

We offer up to 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.

*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, Excel and Outlook

• Ability to type twenty-five words per minute

• Ability to work Saturday & Sunday from 7:00am - 3:00pm and Monday & Friday from 4:30pm - 8:30pm (24-hour schedule). It may be necessary, given the business need, to work occasional overtime and holidays (minimum requirement of 4 holidays a year)

Preferred Qualifications:

• Switchboard / Call Center / Customer Service

Telecommuting Requirements:

• Reside within 40 miles of our office location at 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

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 .

#RPO