Senior Customer Service Representative - Remote Eligible

Nesting Mentor Subject Matter Expert (Sme), Customer Service Operations

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing Together.

We are excited to announce an internal mobility opportunity for Nesting Mentor Subject Matter Expert (SME), Customer Service Operations, supporting the New York City Health & Hospitals client scope.

The ideal candidate brings a passion for service excellence, mentoring, and supporting new team members. This role requires a focus on continuous improvement, and a commitment to developing high-performing teams.

This position is full-time (40 hours/week), Monday - Friday. Employees are required to have flexibility to work on any of our 8-hour shift schedules during our normal business hours of 8:00 AM and 8:00 PM EST. It may be necessary, given the business need, to work occasional overtime. Final shift assignments will be provided after training and may vary based on business needs.

This will be on the job training and the hours during training will be normal business hours, Monday - Friday.

Primary Responsibilities:

• Provide guidance to team members within the nesting program
• Coaching and guidance skills to support new agents
• Effective communication across diverse situations
• Adaptability in fast-paced environment
• Encouragement and motivation to help agents thrive during training

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 or older
• 1+ year of experience scheduling patient appointments in a call center or high-volume call environment
• Proficient with Microsoft Office Suite
• 90+ days of experience within the New York City Health and Hospitals team and demonstrate performance success
• Must be available to work any 8-hour shift between 8:00 AM and 8:00 PM EST, including weekends. Final shift assignments will be provided after training and may vary based on business needs

Preferred Qualifications:

• Bilingual fluency in English and Spanish
• Familiarity with healthcare terminology and benefit structures
• Understanding of HIPAA and other regulatory requirements

Telecommuting Requirements:

• Reside within Mainland USA
• 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:

• Strong interpersonal and active listening skills
• Detail-oriented with effective written communication
• Ability to learn and navigate complex computer systems
• Professional, courteous, and cooperative demeanor
• Ability to troubleshoot and follow up on customer issues

Working Conditions:

• Remote work environment
• Prolonged periods of sitting
• Extensive use of phone and computer systems, including the ability to multitask across dual monitors

*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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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