Customer Service Representative

Job Title

This position is national remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As part of our award-winning support center team, you will play a significant part in advising external clients, increasing program compliance, and maintaining clients' trust in our services. You will support products such as electronic payment processing, mobile-expedited payments, and same-day claim payments. Individuals in this role should have a passion for providing an outstanding customer service experience.

This position is full-time, Monday - Friday, in any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm CST. Final shift will be assigned once training is complete.

We offer 3-4 weeks of on-the-job training. The hours of training will be Monday through Friday, 8:00am - 5:00pm CST.

Primary Responsibilities

• Handle a high volume of inbound calls and answer questions on product and service information for health benefit, medical, and worker's compensation product lines
• Perform research functions including making outbound calls to validate provider contact information
• Perform retention efforts and share benefits of our various product lines with callers
• Identify and resolve customer issues
• Follow up on customer inquiries
• Research billing and payment issues
• Update database records as needed
• Participate in special projects, as needed, which includes outbound calling campaigns
• Support usage of payee portal questions

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
• Must be 18 years of age or older
• 1+ year of customer service experience
• Basic experience with Microsoft Office programs such as Microsoft Excel, Microsoft Word, and Microsoft Outlook
• Proficient computer skills with the ability to navigate web browsers and quickly learn new software
• Ability to train Monday through Friday, 8:00 AM - 5:00 PM CST, for the first 3-4 weeks. Final shift will be assigned once training is complete
• Ability to work Monday - Friday, in any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm CST. Final shift will be assigned once training is complete

Preferred Qualifications

• 1+ years of call center, contact center, or support center experience
• Established customer service experience in payment processing, banking, or an insurance setting
• Understanding of HIPAA regulations

Telecommuting Requirements

• 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

• Communication skills including active listening
• Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product
• Demonstrated ability in customer service problem resolution and relationship building

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.