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. 

This position is full time. Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7am – 7pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 6 weeks of on-the-job training. The hours of the training will be 08:00AM -04:30PM CST.

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

 

Primary Responsibilities:

• Ensures quality customer service for internal and external customers
• Handles all incoming phone calls and identifies/assess customers’ needs accurately and timely regarding potential third party liability
• Solves problems systematically, using sound business judgment
• Applies appropriate communication techniques when responding to customers
• Recommends customer service strategies and related improvements/enhancements
• Maintains timely, accurate documentation for all phone call interactions
• Consistently meets established productivity, schedule adherence, and quality standards
• Seeks involvement in continuous quality and process improvement initiatives when warranted

 

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 or older
• 1+ year of experience managing high volume customer communication via phone.
• Knowledgeable with computer skills including Microsoft Office programs such as Microsoft Word (creating and editing word documents) and Microsoft Outlook (email and calendar) and the ability to learn new and complex computer system applications
• Ability to work full time. Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7am – 7pm CST. It may be necessary, given the business need, to work occasional overtime.

 

Preferred Qualifications

•  Call center experience
• Microsoft Excel (general spreadsheet navigation, data entry and sorting),

 

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 understand multiple products
• Ability to remain focused and productive each day though tasks may be repetitive
• Experience navigating a computer while on the phone
• Willing to work and contribute in a team environment
• Flexible to change
• Responsive to management’s requests and suggestions; takes direction
• Develops goals for self and monitors progress
• Seeks assistance as appropriate
• Ability to trouble-shoot problems
• Demonstrates strong written and verbal communication skills.
• Listens effectively
• Demonstrated ability in customer service problem resolution and relationship building
• Demonstrates basic analytical skills