Call Center Representative (Agent Support) San Juan, Puerto Rico

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 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.

The Producer Help Desk is a UnitedHealthcare Medicare & Retirement Sales Support Organization; focused on providing relationships and technology solutions to empower the Agents we serve to more efficiently meet the needs of our members, so our members may live healthier lives.

Primary Responsibilities:

• Medicaid and Medicare verification
• Be an expert researcher and resolve Sales Agent questions relating to:
  • Sales Tools and Self-Service Tools
  • UHC Product Content
  • Member Needs
  • Medicaid and Medicare verification
  • Application Processing and Status
  • Agent On-boarding and Certification process
  • Commission Inquiries
    
• Be an established authority on Sales Agent tools, products, features; service issues, systems, and content, to aid Agents in successfully completing sales transaction, sales content navigation, and member applications
• Approach every interaction with a growth mindset and treating each Sales Agent and Member with respect, courtesy, and genuine desire to help
• Proactively engage in and utilize career development resources
• Agent On-boarding and Certification process
• Motivated to work in a fast paced, structured, dynamic environment, exercising regular, consistent, and punctual attendance
• Sales Tools and Self-Service Tools
• Application Processing and Status
• Accurately document interaction resolution in various systems in a clear and concise manner
• UHC Product Content
• Member Needs
• Proactively deepen Agent engagement with self-service tools by offering tips, updates, and best practices
• Meet and exceed performance goals on a weekly, monthly, quarterly, and annual basis
• Commission Inquiries
• Provide a distinctive Sales Agent and Member support experience by providing high quality service and offering applicable sales solutions
• Complete training requirements to stay current on existing and new content, systems, products, to advance skills, and to maintain proficiency on company values, organization requirements, and industry guidelines
• Provide a quality experience and partner with stakeholders including Internal Sales Agents, Field Sales Agents, Sales Leadership, Members, Member Service, Operations, and Tier 2 Partners

** ENGLISH PROFICIENT ASSESSMENT WILL BE REQUIRED AFTER APPLICATION **

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:

• Bilingual Spanish/English proficiency
• Demonstrated ability to learn new computer software applications quickly and to toggle between multiple systems
• High School diploma or equivalent (GED)
• Intermediate to advanced PC navigation and Microsoft Office experience (Microsoft Office - Outlook, Excel, PowerPoint, Word)
• 1+ years of call center experience
• Availability to work a full-time schedule, 40 hours a week at minimum, Monday - Friday from 8:00am - 8:00pm. You will be required to work evenings, holidays, weekends, variable schedule(s) and overtime as necessary during peak seasons

Preferred Qualifications:

• Experience navigating a computer while speaking on the phone
• Medicare knowledge
• Experience working in a call center
• Sales experience
• Healthcare and/or insurance industry experience

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.