Senior Customer Service Representative - Remote | Optum

For those who want to invent the future of health care, here s your opportunity. We re going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

A typical day for a Senior Customer Service Representative begins with representatives taking to their workstations and organizing them and setting up their resources to maximize their success in handling calls. That includes reviewing emails, the intr, the department’s dashboard, and team performance from the previous day. After ensuring preparedness, representatives log onto the phone system and make themselves available to assist callers.

Some days are busier than others and require you to hit the ground running and handle a lot calls while remaining engaged, empathetic, and helpful to the caller. Often callers are dealing with health and / or financial issues that add a sense of urgency to their requests, and you have to maintain a balance between advocating for members, and business processes that make thepany successful. At all times, the customer is at the center of what you do. On slower days, you follow up on outstanding action items that you routed to other departments and conduct follow - up calls with members to close out their contact. You’re always learning something new and expanding your knowledge of the industry and the population of members we serve. It can be a very rewarding experience.

This position is full-time (40 hours/week) Monday - Fay. Employees are required to work a schedule of 8 hours between 5 AM - 6 PM MST.

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

Primary Responsibilities:

• Handle inquiries, concerns,plaints, grievances and appeals in a professional manner by listening to the member and showing respect. When appropriate, the representative takes action to resolveplaints to ensure member retention and satisfaction by following department gelines or contacts immediate supervisor for intervention
• Educate members, customers (internal / external) on the benefits of thework and Medicare while effectively promoting Peoples to take the initiative with their own healthcare, services, and policies on the telephone as well as face - to - facemunication
• Act in accordance with Peoples Health vision and values. Participate and support development programs, active in staff meetings, and performspany educational offerings as well as demonstrating the willingness to work as a team member when needed for additional tasks to ensure excellent service
• Act as an efficient liaison for the member and effectively documents 100% of theirmunication in the service module achieving a clear link between subject line, category, sub - category and free text
• Familiarize with standard healthcare concepts, practices, and procedures as they relate to claims adjudication and managed care
• Complete special assignments in an accurate and efficient manner with little intervention from management

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 proe development for other roles you may be interested in.

Required Qualification:

• High School Diploma / GED or equivalent experience

California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington Reents Only: The hourly range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island or Washington reents is $16.00 to $31.44 per hour. 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, aprehensive 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.

• All employees working remotely will be required to adhere to UnitedHealth Group’s Telmuter Policy

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 ie–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 ies. We aremitted to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health oues — an enterprise priority reflected in our mission.

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

OptumCare is a drug-free workplace. Canates are required to pass a drug test before beginning employment.