Senior Customer Service Representative - National Remote Opportunity to Make a Real Difference in People's Lives

Join Optum, a Global Leader in Healthcare, and Be Part of a Team that Cares

At Optum, we're on a mission to help people live healthier lives and make the health system work better for everyone. As a Senior Customer Service Representative, you'll be the face of our organization, delivering exceptional customer experiences and making a real difference in the lives of our customers. With the flexibility to telecommute from anywhere within the U.S., you'll have the opportunity to work in a dynamic and supportive environment that values diversity, inclusion, and talent.

About the Role

As a Senior Customer Service Representative, you'll be responsible for handling a high volume of customer calls, resolving complex issues, and providing support to your team members. You'll be the go-to expert for customers and internal stakeholders, providing guidance, education, and solutions to their problems. Your work will directly impact the lives of our customers, and you'll have the satisfaction of knowing that you're making a real difference.

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers, providing guidance and support on complex customer issues.
• Handle escalated calls, resolving complex customer issues in a timely and effective manner.
• Answer incoming phone calls from customers, identifying their needs and providing solutions to their problems.
• Intervene with care providers on behalf of customers, assisting with appointment scheduling or connections with internal specialists.
• Assist customers in navigating UnitedHealth Group websites, encouraging them to become self-sufficient.
• Own problems through to resolution, providing comprehensive and timely follow-up with customers.
• Research complex issues across multiple databases, working with support resources to resolve customer issues.
• Provide education and status on previously submitted pre-authorizations or pre-determination requests.

What We Look for in a Candidate

To succeed in this role, you'll need to have a strong customer service background, excellent communication skills, and the ability to work in a fast-paced environment. Here are the essential qualifications:

Required Qualifications:

• High School Diploma / GED and/or equivalent years of working experience.
• Familiarity with computer and Windows PC applications, with 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.
• Must be 18 years of age or older.
• Ability to work any of our 8-hour shift schedules during our normal business hours of 5:00am - 7:00pm local time Sunday - Saturday, with flexibility to work occasional overtime.

Preferred Qualifications:

• 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting, or phone support role.
• Bilingual fluency in English / Spanish.

Soft Skills that Matter

To excel in this role, you'll need to have excellent soft skills, including:

• Ability to multi-task duties and understand multiple products and multiple levels of benefits within each product.
• Ability to work regularly scheduled shifts, with flexibility to adjust daily schedule and work over-time and/or weekends as needed.

What We Offer

At Optum, we offer a comprehensive benefits package, including:

• Competitive salary and benefits.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.
• Opportunities for career growth and development.
• A dynamic and supportive work environment that values diversity and inclusion.

For California, Colorado, Connecticut, Hawaii, Nevada, New York, New Jersey, Washington, or Rhode Island residents, the hourly range is $16.54 - $32.55 per hour. Pay is based on several factors, including education, work experience, and certifications.

Our Culture and Values

At UnitedHealth Group, we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. We believe in creating a healthier atmosphere, where everyone can thrive. We're 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.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer experiences and making a real difference in people's lives, we want to hear from you. Apply now to join our team as a Senior Customer Service Representative and start your journey to a rewarding and challenging career.

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