Customer Service Representative - Remote Eligible

Customer Service Representative

This position is 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.

The Customer Service Representative position is full time (40 hours/week) Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am - 10:30pm CST. During peak season and when deemed necessary by business needs you will be required to work overtime including a 6th day. Training is scheduled for 3 weeks of which attendance will be 100% required. Participation in cameras is a requirement during training. The hours during training will be 8:00am to 4:30pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Respond to 60-80 incoming calls (per day) from customers inquiring about home delivery pharmacy or pharmacy benefits
• Ask appropriate questions and listen actively while documenting required information in computer systems
• Occasionally make outbound calls to customers for follow ups
• Keeping up with multiple programs, emails and chats to stay updated on all current processes
• Work with on duty management to resolve increased call volume than predicted
• Self-resolve minor IT issues, keeping leadership updated throughout

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 OR 2+ years of equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Basic knowledge of Microsoft Office Word (ability to open and navigate a word document) and Microsoft Excel (ability to open and navigate a spreadsheet)
• Attend 3 weeks of training with 100% attendance
• Ability to attend training with camera participation
• Ability to work overtime hours per business need
• Ability to work any of our 8-hour shift schedules during our normal business hours of Sunday - Saturday 6:00am - 10:30pm CST including one weekend day shift

Preferred Qualifications:

• Candidates residing in North Carolina
• Call Center experience
• Experience with a virtual learning environment
• Experience with a virtual working environment
• Experience working with Digital platforms and systems. Web, Chat, email.
• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

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
• Must be able to connect directly into internet via hard wire (either directly to modem or router)

Soft Skills:

• Ability to work in a fast-paced work environment
• Ability to multitask
• Ability to de-escalate calls

Physical and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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). The hourly pay for this role will range from $16.00 - $27.69 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.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. 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. 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.