Role Description As our Contact Center Workforce Management Specialist, you will be pivotal in optimizing our contact center operations by strategically balancing staffing levels with forecasted customer demand, ensuring exceptional service delivery and operational efficiency. Every day you will: - Analyze historical data and develop accurate forecasts for call, chat, and email volume. - Create agent schedules and monitor real-time adherence to ensure service level agreements are met. - Effectively monitor real-time reporting to achieve optimal patient access and meet service level goals. - Provide value-added input to drive continual improvements while supporting standardization and streamlining. - Use communication resources, email, and workforce management software to update published schedules. - Optimize contact center staff and process schedule changes, time-off requests, and overtime requests. - Analyze connection center goals and staffing needs to meet service delivery goals. - Make accurate short and mid-term projections to establish needs and resource requirements. - Analyze productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency. - Maintain excellent records of agent-related records, staff groups, events, and attendance. - Partner with respective parties in the organization to create and maintain processes for identifying performance gaps and training opportunities. Qualifications - Experience in multi-site call center monitoring, planning, and scheduling in real-time. - Two (2) year degree or combination of education and/or additional job-related experience may be substituted in lieu of the degree. - Must be a problem solver, self-starter, and able to work independently and in a team environment. - Strong analytical skills with knowledge of statistical analysis of call center data, workforce management, and quality control. - Effective communication, interpersonal, and negotiation skills. - Strong customer service skills. - Ability to prioritize and multitask multiple assignments and tasks. - Highly organized with an emphasis on accuracy and timeliness. - Excellent communication skills orally and in writing with co-workers, management team, and other departments. Requirements - Two or more (2+) years of experience with contact center workforce management/planning preferred. - Bachelor's degree in Computer Science, Mathematics, Information Systems, Engineering, Business Administration, or related field preferred. - Proficient in Google Workspace, MS Office (Word, Excel, PowerPoint, Access, etc.) preferred. - Proficient in contact center workforce management terminology, reporting, and software; Aspect, Nice IEX, Calabrio, Verint, Genesys, TeleOpti preferred. - Lean Six Sigma or other process improvement methodology preferred.

Title: Call Center Specialist Location: United States Full time job requisition id JREQ-014856 Job Description: The Call Center Specialist position involves providing consistent, quality customer service to both internal staff members and external patients. The Call Center Specialist will actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The Call Center Specialist will listen to the patient’s request and take appropriate action to respond to it, including, but not limited to the scheduling of appointments, the electronic transmission of messages to the clinical team, and the answering of questions regarding medication refills. In managing these requests, the Call Center Specialist will exemplify the highest level of customer service with a focus on efficiency and quality. The Call Center Specialist will consistently demonstrate proficient data entry skills, knowledge of insurance billing, while maintaining confidentiality. It is essential that they demonstrate efforts to maintain and improve job specific competencies, and perform other duties as assigned. Compensation and hours: - Current rate of pay for this position $21.00 an hour. - This is full-time position (40 hours), hours may include evenings and weekends - Training is a mandatory requirement which is full-time Monday - Friday 8:30am - 5:00pm Eastern Time for your first 3 weeks. - Hours to be worked in Eastern Standard Time QUALIFICATIONS: Required Skills and Education - please read Required - Bilingual REQUIRED (English & Spanish) Required: Associate's Degree - Experience in a Call Center or other busy phone system - Electronic appointment scheduling experience - Strong customer service experience - Excellent Verbal communication skills - Proven ability to Multi Task - Problem Solving and critical thinking skills a plus - Remote workers must live and work in the United States* (*Territories Excluded) - Remote workers must have access to reliable, high-speed Internet This Position is available for remote work. Organization Information: Community Health Center, Inc. (CHC), with offices in Connecticut, Colorado and California, is one of the country’s most creative and dynamic providers of primary medical, dental, and behavioral health services, and a leader in practice-based research, health professionals training, and use of innovative technologies to advance health and healthcare. CHC is designated as a federally qualified health center and a patient-centered medical home by HRSA, the Joint Commission, and NCQA, respectively. We deliver more than 500,000 patient visits per year from primary care hubs and community clinics across the state of CT, all connected by technology and common standards for quality. We employ several hundred medical, dental, and behavioral health providers who are engaged in practice, teaching, and research. Our Weitzman Institute is devoted to research and practice transformation and is recognized around the country as one of the premier research institutes focused on improving health care and health outcomes for special and vulnerable populations. In addition, the organization has developed three wholly owned subsidiaries from the original pilot developments within the Weitzman Institute: the National Nurse Practitioner Residency and Fellowship Training Consortium (NNPRFTC), the National Institute for Medical Assistant Advancement (NIMAA), and ConferMed. Time Type: Full time

Title: Part Time Patient Services Representative Associate Requisition number: 2353654 Job category: Healthcare Delivery Primary location: Faribault, MN Overtime status: Non-exempt Travel: No $750 SIGN ON BONUS FOR EXTERNAL APPLICANTS Opportunities at Optum, in strategic partnership with Allina Health. As an Optum employee, you will provide support to the Allina Health account. 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. Location: 200 State Avenue, Faribault MN, 55021 As a Part Time Patient Services Representative Associate, your work will directly contribute to improving health outcomes for those who need it most. You will be the first point of contact for patients, offering them not only the critical logistical support needed to navigate their care but also a compassionate, welcoming presence during what can often be a stressful time. In this role, you can make a lasting impact on individuals and families in your community, helping them access and navigate the health services they deserve. Primary Responsibilities - Greets and welcomes patients in person, providing a friendly and supportive first impression while directing them to their appointments and procedures - Collects and verifies demographic, insurance, and benefits information, interpreting results and obtaining necessary signatures - Checks in and interviews patients to complete required paperwork, including financial assistance applications and requests for information forms - Obtains and explains cost information to patients, collects co-pays and deductibles, and counsels patients on available financial assistance programs - Addresses and resolves claim issues or registration errors while documenting any issues and resolutions in the electronic medical record - Uses resources, tools, and procedures to complete registration for accounts and assigned work queues - Provides customer service for inbound and outbound telephone calls, ensuring clear communication and prompt resolution of patient inquiries - Assists in scheduling add-on appointments as needed - May mentor other staff, provide technical or functional direction, and gather medical record information as needed - Other duties as assigned, supporting the dynamic needs of the healthcare environment with flexibility and a commitment to patient care 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: - 6+ months of customer service experience - Intermediate level of proficiency with Microsoft Office products - Ability to work standard daytime hours, Mon-Fri for the first 3 weeks after hire in alignment with the training schedule - Ability to work an average of 28 hours per week, in the following rotating schedule: - Week 1: Monday from 7:00pm - 3:30am, Thursday, Friday & Saturday from 11:00pm - 7:30am - Week 2: Tuesday & Wednesday from 2:30pm - 11:30pm, Thursday from 7:30pm - 3:30am - Week 3: Sunday from 7:00pm - 3:30am, Wednesday & Thursday from 11:00pm - 7:30am - Ability to work every 3rd holiday - Must be 18 years of age or older Preferred Qualifications: - Revenue Cycle experience - General office experience - Epic experience Physical Demands - Consistent walking, standing, bending, turning, etc. - Lifting weight Up to 10 lbs. occasionally, up to 2-5 lbs. frequently **PLEASE NOTE** The sign-on bonus is only available to external candidates. Candidates who are currently working for UnitedHealth Group, UnitedHealthcare or a related entity in a full time, part time or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16.15 to $28.80 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 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. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. #RPO #RED

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