Corporate Switchboard Operator

UnitedHealth Group•Minnetonka, MN

8h•Hybrid

About The Position

The Corporate Switchboard Operator provides expert customer service support to members, customers, and providers through direct, phone based interactions. This role is responsible for answering and resolving a wide range of inquiries and serves as the primary point of contact for incoming calls to the corporate office across all UHG entities. The position is accountable for delivering accurate information, appropriate call routing, and a positive customer experience. This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour hybrid shift schedules during our normal business hours of 8:30 am - 5:00 pm. The schedule consists of four remote workdays (Monday, Tuesday, Thursday, and Friday) and one required onsite day (Wednesday). It may be necessary, given the business need, to work occasional overtime. We offer 2 - 3 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST from Monday - Friday, but may be subject to change based on Trainer Availability and business needs. Training will be conducted onsite.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of customer service experience in a high volume or customer facing environment
Experience working in a team based or cross functional environment
Experience with Windows PC as well as Microsoft Word (write / save documents) and Microsoft Outlook (send / receive emails, calendar management)
Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour hybrid shift schedules during our normal business hours of 8:30 am - 5:00 pm. The schedule consists of four remote workdays (Monday, Tuesday, Thursday, and Friday) and one required onsite day (Wednesday). It may be necessary, given the business need, to work occasional overtime
Reside within 50 miles to the office at 9700 Health Care Lane, Minnetonka, MN, 55343
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.
Strong customer service orientation with the ability to remain calm and professional in high pressure or sensitive situations
Clear, confident verbal communication skills with internal and external stakeholders
Sound judgment and decision making when handling moderately complex issues
Collaborative, team oriented mindset with the ability to partner effectively across departments
Flexibility and willingness to support team coverage, shared goals, and continuous improvement
Strong multitasking and time management skills in a fast paced environment
Independent problem solving skills with appropriate escalation and communication
Accountability and reliability in a hybrid work environment
Adaptability and willingness to learn new systems and processes
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

Switchboard / PBX Operator experience with using Nice CXone phone system - Max Agent
Experience managing multiple tasks simultaneously, including phone activity and administrative work
Microsoft Teams (access files, chats)

Responsibilities

Provide high quality customer service and accurately assess, resolve, and route inquiries
Partner with internal teams to address complex issues and support Consumer Affairs and Executive offices
Communicate professionally in high pressure situations and meet productivity, quality, and schedule standards
Escalate issues as needed, adapt processes, and support continuous quality improvement