Senior Customer Service Representative – National Remote

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. You’ll also provide support to your team members by serving as a resource or subject matter expert. Both of these 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, Sunday – Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 5:00 am – 7:00 pm local time. It may be necessary, given the business need, to work occasional overtime. 

We offer 3 weeks of on-the-job training. The hours during training will be based on schedule or will be discussed on your first day of employment.

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

 

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers.
• Handle escalated calls, resolving more complex customer issues in a one and done manner.
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
• Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling OR connections with internal specialists for assistance when needed.
• 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 complex issues across multiple databases and work with support resources to resolve customer issues and / OR partner with others to resolve escalated issues.
• Provide education and status on previously submitted pre-authorizations or pre-determination requests.

 

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 equivalent work experience
• Must be 18 years of age OR older
• 6+ months of experience with servicing HSA, FSA and / OR COBRA within Optum 
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work any of our 8-hour shift schedules during our normal business hours of 5:00 am – 7:00 pm local time from Sunday – Saturday. It may be necessary, given the business need, to work occasional overtime

  

Preferred Qualifications:

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

 

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

 

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