Senior Complex Customer Care Representative

UnitedHealth Group•Tampa, FL

18h•Remote

About The Position

This position is 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 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. As a Senior Complex Customer Care Representative, you will deliver compassionate, high-quality service to 50–70 callers daily, always recognizing that each interaction represents a real person seeking help and guidance. In this dynamic role, you will manage inquiries across multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, requiring adaptability and mastery of diverse systems. You will complete training to support multiple lines of business and seamlessly transition between platforms in real time based on business needs, often multiple times in a single day. Beyond resolving complex issues, you will serve as a trusted resource and subject matter expert for your team, strengthening internal and external relationships. Your commitment to integrity and excellence ensures every customer and colleague feels valued and supported after speaking with you. This group is part of Customer Experience (CX): team’s focus; to reduce repeat callers, executive escalations and complaints. This role is pivotal to managing consumer distress. 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 6:00 am - 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed. This will be paid on the job training, attendance is required for the first five weeks. The hours during training will be 8:00 am - 8:00 pm CST, Monday - Friday.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
1+ years of customer service experience analyzing and solving customer problems
First call resolution experience
Call center experience
Ability to attend training for the first five weeks during an 8‑hour shift, scheduled between 8:00 am - 8:00 pm CST
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 6:00 am - 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed.

Nice To Haves

3+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office, call center, OR phone support role
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
Ability to multi-task and understand multiple products and benefit levels
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
Handle escalated calls, resolving complex customer issues in a one-and-done manner
Transition between multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, several times daily based on business needs
Complete required training to support at least four lines of business and deliver consistent, high-quality service across all platforms
Answer incoming calls and identify the type of assistance needed (e.g., benefits and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
Ask appropriate questions and listen actively to identify issues while documenting required information in systems
Assist customers in navigating websites and encourage self-sufficiency
Own problems through to resolution in real time or through timely follow-up
Research complex issues across multiple databases and collaborate with support resources to resolve escalated issues
Meet performance goals in efficiency, call quality, provider satisfaction, efficiency, and attendance