Senior Customer Service Representative

Senior Customer Service Representative

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 a Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to 50 - 70 callers per day while providing guidance and support to fellow team members as a trusted resource or subject matter expert. You'll identify customer needs, resolve complex issues, build strong relationships, and consistently deliver an experience that reflects integrity, accountability, and exceptional service.

This position is full-time (40 hours/week) Monday - Saturday. Employees are required to have flexibility to work on any assigned 8- to 10-hour shift schedules between 6:50 am and 11:00 pm EST. PTO blackout periods apply during January and April peak seasons. It may be necessary, given the business need, to work occasional overtime and holidays as needed. Final shifts are assigned after training.

We offer 5 - 7 weeks of paid training. The hours during training will be 9:00 am to 5:00 pm EST, Monday - Friday for the first 5 - 7 weeks. Training will be conducted virtually from your home.

Primary Responsibilities:

• Answer incoming phone calls from customers and identify the type of assistance needed
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple systems and collaborate with support resources or internal partners to identify appropriate resolutions
• De-escalate calls and resolve complex customer issues with a focus on first contact resolution
• Take ownership of customer issues through resolution, either in real time or through comprehensive and timely follow-up
• Provide education and status updates on previously submitted cases, pre-authorizations, or pre-determination requests
• Assist customers in navigating UnitedHealth Group digital resources and provide guidance that promotes self-service when appropriate
• Provide guidance and support to team members by sharing knowledge, reinforcing best practices, and assisting with complex customer inquiries
• Meet established performance goals in areas including, but not limited to, schedule adherence, quality, customer satisfaction, first contact resolution, and attendance
• Other duties as assigned

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
• 6+ months of customer service experience in any environment
• Experience with computers and Windows PC applications, including the ability to learn new and complex systems
• Ability to work full-time (40 hours/week) Monday - Saturday. Employees are required to have flexibility to work on any assigned 8- to 10-hour shift schedules between 6:50 am and 11:00 pm EST. PTO blackout periods apply during January and April peak seasons. It may be necessary, given the business need, to work occasional overtime and holidays as needed. Final shifts are assigned after training

Preferred Qualifications:

• Customer service experience in healthcare, financial services, insurance, or another regulated industry
• Bilingual fluency in English and Spanish

Telecommuting Requirements:

• Ability to maintain a reliable, hardwired internet connection capable of supporting business operations; wireless connections are not permitted
• Ability to maintain the security and confidentiality of company-sensitive information
• Ability to comply with attendance, timekeeping, information security, privacy, and HIPAA requirements
• Ability to maintain a safe, secure, and distraction-free work environment

Important: Telecommuting is a business privilege and may be modified, suspended, or revoked if operational, compliance, performance, attendance, security, or connectivity requirements are not met. Telecommuting is not a substitute for dependent care arrangements.

*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 $18.00 to $32.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.