Senior Customer Service Representative - 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.

Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast-paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers.

As a Senior Customer Service Advocate , you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 85 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have availability to work during our normal business hours of 9:00am - 6:00pm EST. It may be necessary, given the business need, to work occasional overtime.

*All Telecommuters will be required to adhere to UnitedHealth Group�??s Telecommuter Policy.

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert for team members or internal customers
• Handle escalated calls, resolving more complex customer issues
• Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools

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 higher)
• 1+ years of customer service experience OR experience in a medical office, health care, call-center OR office setting analyzing and solving customer problems
• Familiarity with computer and Windows PC applications (including the ability to navigate and learn new and complex computer system applications)
• Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Ability to work during our normal business hours of 9:00am - 6:00pm EST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Health care experience
• Knowledge of billing/finance and eligibility processes, practices and concepts

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• 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:

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

Careers with WellMed. Our focus is simple. We�??re innovators in preventative health care, striving to change the face of health care for seniors. We�??re impacting 90,000+ lives primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We�??ve joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life�??s best work. SM

California, Colorado, Connecticut, Nevada, Washington or New York, Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $16.00 - $31.44.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you�??ll find a far-reaching choice of benefits and incentives

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone�??of every race, gender, sexuality, age, location and income�??deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. 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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

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