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 Customer Service Representative, you will help handle over 200 strategic accounts. This CSR will have responsibilities to respond to 10 emails per hour, 4.5 research items per hour, maintain an 80% Effort Score and 95% Quality score across the team.This role is equally challenging and rewarding. You’ll interact with customers continuously by phone and by writing. Within a high-volume setting, you’ll need to develop knowledge of our various products and multiple levels of benefits within each product to best assist our providers/customers.This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am - 8:00pm MST with 1 weekend day. It may be necessary, given the business need, to work occasional overtime.We offer 6 weeks of paid training. The hours during training will be 8:00am - 4:30pm MST, Monday - Friday. Training will be conducted virtually from your home.You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:

Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists.

Monitor delegated customer service issues to ensure timely and accurate resolution.

Use appropriate communication techniques when responding to customers, particularly in stressful situations.

Inform and educate new customers regarding billing/invoicing set up and billing/payment procedures.

Place outgoing phone calls to complete follow-up on customer service requests as necessary.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 previous call center experience

1+ years of customer service experience analyzing and solving customer problems OR 3+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.

Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.

Ability to work 1 weekend day (Saturday or Sunday) as part of the normal schedule

Ability to work an 8-hour shift between 6:00 AM – 8:00 PM MST Sunday- Saturday including the flexibility to work occasional overtime per business need.

Preferred Qualifications:

Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

Sales or account management experience

Customer Service Experience

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.

All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyCalifornia, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The hourly range for this is $16.54 - $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to the volume of applicants.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.#RPO