Customer Service Representative 1062529 | Maryland Heights, Missouri | Remote

Remote Position in Eastern, Central, OR Mountain Time Zones

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.

This position is full-time, Monday-Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid training. The hours during training will be 8am to 5pm PST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities

• Demonstrate understanding of internal / external factors that may drive caller questions/issues
• Ask appropriate questions and listen actively to identify underlying questions/issues
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Proactively contact external resources as needed to address caller questions/issues
• Utilize appropriate knowledge resources to drive resolution of applicable questions / issues
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available
• Offer additional options to provide solutions/positive outcomes for callers
• Make outbound calls to resolve caller questions/issues
• Drive resolution of caller questions / issues on the first call whenever possible
• Ensure proper documentation of caller questions / issues

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of experience in a related environment using phones and computers as the primary job tools
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Health care experience with primary / specialty appointments OR health plans
• Ability to work during our normal business hours of 8:00 am - 5:00 pm PST from Monday-Friday. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• Experience working in EPIC system
• Experience working in a remote position
• Bilingual fluency in English and Spanish

Telecommuting Requirements

• Reside within Eastern, Central or Mountain Time Zones
• 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

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.

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.

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.