Call Center Representative (Outbound Calls)

UnitedHealth Group • San Juan, PR

18h • Remote

About The Position

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00am – 5:30pm. It may be necessary, given the business need, to work occasional overtime.
We offer 8 weeks of paid on-the-job training. The hours during training will be 9:00am - 5:30pm MST OR 8:00am-4:30pm PST Monday - Friday. Training will be conducted virtually from your home.
Hours for the Role – Mon-Fri 9am-5:30pm – local time
This is a high volume, customer service environment. You’ll need to be efficient, productive and thorough dealing with our members over the phone

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.

Requirements

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years of call center and / or telephonic customer service experience
• 1+ years of professional experience in an office using the telephone and computer as the primary instruments to perform the job duties
• Work experience using Microsoft Word (edit, create & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)
• Must have capability to work from home
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00am - 5:30pm. It may be necessary, given the business need, to work occasional overtime
• Must be able and comfortable with maintaining metrics and goals within the department
• Must be comfortable working on the phone and multiple systems on the computer simultaneously while assisting members
• Must be comfortable making outreach to members without prior engagement
• Excellent Organizational Skills
• Telephone etiquette
• Reside within MST or PST Time Zones
• 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

Nice To Haves

• Healthcare or insurance benefits experience
• Medicaid and/or Medicare experience
• Bilingual fluency in English and/or Spanish
• Experience as a telecommuter
• Comfort with technology, multiple screens, documentation

Responsibilities

• Complete outbound/inbound telephonic outreach to members utilizing auto dialer and manual dialing
• Scheduling in home visits with a licensed medical staff member
• Ensure the appointments are scheduled accurately and resolve any scheduling issues or concerns
• Provide excellent customer service to engage our members.
• Constantly meet established productivity, time management, and quality standards while maintaining good attendance
• Maintains confidential health information according to state and federal regulations including HIPAA.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees