Senior Customer Service Representative - Remote Eligible

Job Title

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.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 9:00 am - 6:00 pm EST. It may be necessary, given the business need, to work occasional overtime or weekends. We offer 4 weeks of paid on-the-job training. The hours of training will be aligned with your schedule during normal business hours.

Primary Responsibilities:

• Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member's eligibility for services
• Contribute to the department's success by achieving Objective Key Results
• Achieve daily, weekly, and monthly quality and production goals
• Adhere to call handling process
• Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive CRM documentation
• Follow - up with members as assigned
• Adhere to assigned schedule
• Completion of all Optum required courses at MyLearning
• Review all correspondence sent by Optum and management with current information of state and federal regulatory requirements

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
• 2+ years of experience with being in a work environment where you must achieve daily, weekly, and monthly quality and production goals
• 1+ years of experience in a call center OR with managing high call volume
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Proficient in translating complex processes into simple, step - by - step instructions customers can understand and act upon
• Ability to work any of our shift schedules during our normal business hours of 9:00 am - 6:00 pm EST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends.

Preferred Qualifications:

• Health care experience
• Bilingual fluency in English and Spanish
• Knowledge of finance and eligibility processes, practices, and concepts

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:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Proficient conflict management skills including the ability to resolve stressful situations

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 $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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