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Hours Full-time, Part-time
Location Las Vegas, NV
Las Vegas, Nevada

About this job


Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.(sm)


 


Southwest Medical Associates (SMA) is a multi-specialty group of physicians, Nurse Practitioners and Physician Assistants, consisting of over 200 providers, fourteen clinical locations including nine health care centers, five urgent care clinics and an outpatient surgery center. SMA offers patients compassion, innovation, and quality care throughout southern Nevada. SMA is headquartered in the greater Las Vegas, NV area.


 


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.


 


Primary Responsibilities:



  • Answers 85 calls per day resolving routine to complex issues

  • Schedule and verify appointments with 95% accuracy

  • Handle telephone calls with 95% accuracy

  • Maintain department standard of unavailable time at an average of 30 minutes or less per day (92%)

  • Schedule and verify appointments and demographic and empanelment information in clinical information system

  • Send and receive tasks to Provider offices to assist patients with access to medical care

  • Assist with complex scheduling appointments

  • Acts as a technical training resource for the customer service center representatives

Requirements


Required Qualifications:



  • High School diploma or equivalent

  • 1+ years of experience in a call center/customer service environment

  • SHS training curriculum must be completed within 2 years of training

  • Working knowledge of computerized telephone system and ACD


  • Working Knowledge of IDX, Imagecast, Touchworks and ImpactMD

  • General knowledge of MS Word and Excel

  • Ability to demonstrate customer service and proper telephone etiquette

  • Excellent customer service skills

  • Computer skills (Windows, Microsoft Office, basic Excel)

  • Strong leadership skills

  • Critical thinking skills (absorbs concepts rapidly, detail oriented)

  • Ability to multi-task

  • Excellent communication/interpersonal skills

Preferred Qualifications:



  • 1+ years of experience in a healthcare environment

  • Knowledge of Medical Terminology

  • Spanish Bilingual

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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: 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.


 


Job Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, Optum, health care, office, phone support, training class, customer service advocate, customer service rep, SME, Senior, SR, Las Vegas, NV