Customer Service Representative - 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 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.

This role is equally challenging and rewarding. You'll interact with providers with the intent to develop a relationship with them. Within a high - volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers / customers.

This position is full - time. Employees are required to work any 8-hour shift schedule (shifts will be assigned) between the hours of 6:00am - 10:00pm CST (Central Standard Time zone) including the flexibility to work occasional overtime based on business need. Training will be conducted virtually from your home.

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Deliver information and answer questions in a positive manner to facilitate strong relationships with members and providers
• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and attendance
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
• Answer incoming phone calls from customers (i.e. members, providers, facilities) in a call center setting and identify the type of assistance needed (i.e. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims information)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner

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:

• Ability to work any 8-hour shift schedule (shifts will be assigned) between the hours of 6:00 AM - 10:00 PM CST (Central Standard Time zone) including the flexibility to work occasional overtime based on business need
• Familiarity with computer and Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
• High School Diploma / GED (or higher) OR equivalent work experience

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e., office, administrative, clerical, customer service, etc.), using phones and computers as the primary job tools
• Prior health care experience

Telecommuting Requirements:

• 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
• Ability to keep all company sensitive documents secure (if applicable)

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Skilled in problem solving to quickly assess current state and formulate recommendations
• Critical thinking skills to problem solve and resolve customer concerns
• Strong communication skills, empathy

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $16.00 - $27.31.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.

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