Medical Call Center Agent

This position is onsite at our office located at 2750 Front St, Cuyahoga Falls, OH 44221. Unity Health Network, part of the Optum family of businesses, is seeking a Medical Call Center Agent to join our team. As a member of the Optum Care Delivery team, you'll be part of a clinician-led care organization that empowers you with clinical resources, data, and support to help patients live healthier lives. You'll collaborate with talented peers in a diverse and inclusive environment focused on improving healthcare for everyone.

About the role

This role involves managing high-volume communications by answering inbound calls from approximately 40-50 physicians daily, with a minimum performance goal of 64 calls per day. You will monitor and respond to emails, accurately document and relay messages to the appropriate team members, schedule appointments, and ensure timely support and resolution of physician inquiries.

Responsibilities

• Provide support to medical offices by answering incoming calls
• Schedule appointments and send messages to providers' offices
• Respond to patient inquiries
• Process communication within the electronic medical record system and route to the appropriate resource
• Perform other duties as assigned

Requirements

• High School Diploma / GED or equivalent work experience
• Must be 18 years or older
• 1+ years of customer service experience
• Experience with computers and Windows PC applications, including the ability to learn new and complex computer system applications
• Basic computer troubleshooting skills (e.g., clear cache, restart, connect to WiFi)
• Experience with Microsoft Office programs (Outlook, Word, etc.)
• Typing skills of 35-40 words per minute
• Must reside within 15 miles of Cuyahoga Falls, OH

Preferred Qualifications

• 1+ years of related medical office or medical assistant experience
• 1+ years in a heavy/high call volume phone setting in either a call center and/or medical facility
• Knowledge of medical terminology

Schedule

• Full-time (40 hours/week), Monday - Friday
• Normal business hours: 8:00 AM - 5:00 PM EST
• Occasional overtime may be required based on business needs
• 12 weeks of paid onsite training, Monday - Friday, 8:00 AM - 5:00 PM

Pay

The salary for this role ranges from $16 - $29 hourly based on full-time employment. Pay is determined by several factors including local labor markets, education, work experience, and certifications.

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)