Senior Customer Service Representative – National Remote in Draper, Utah

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.

As a Senior Customer Service Representative , you’ll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. Both are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

This position is full time (40 hours / week) Sunday – Saturday. Employees are required to have flexibility to work an 8-hour shift schedules during our normal business hours of 7:00 AM – 10:00 PM CST. It may be necessary, given the business need, to work occasional overtime (mandatory during peak season) and weekends based on business need.

We offer 6 weeks of paid training. The hours during training will be 8:00 AM – 4:30 PM MST from Monday – Friday.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Making on average 55+ outbound calls for outreach needs for the contact center collecting caller information and handling calls from members answer a variety of questions (e.g., HSA balance, pending claims, benefit coverage / eligibility)

• Handle calls, resolving customer issues in a first call resolution

• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

• Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self – sufficient

• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow – up with the member

• Research issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve issues

• Provide education on future self – service functions

• Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance

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+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting, OR phone support role

• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications

• Ability to successful complete the Customer Service training classes and demonstrate proficiency of the material

• Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 AM – 10:00 PM CST from Sunday – Saturday including the flexibility to work occasional overtime (mandatory during peak season) and weekends based on business need

Preferred Qualifications:

• 1+ years of call center experience

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:

• Ability to multi – task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over – time and / or weekends, as needed

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

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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 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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