Senior Customer Service Representative

UnitedHealth Group•Tampa, FL

17h•$18 - $32•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. Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast-paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, every day. Now, you can take advantage of some of the best training and tools in the world to help serve our existing new customers. As a Senior Customer Service Advocate, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. 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 9:00 am – 6:00 pm EST. It may be necessary, given the business need, to work occasional overtime. Final shift will be assigned after training is completed. We offer 2-4 weeks of paid on-the-job training and the hours during training will be aligned to your schedule. 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.

Requirements

High School Diploma / GED
Must be 18 years of age OR Older
1+ years of Customer Service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
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 9:00 am – 6:00 pm EST. It may be necessary, given the business need, to work occasional overtime. Final shift will be assigned after training is completed.
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.
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Proficient conflict management skills including the ability to resolve stressful situations.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

Health care experience
Knowledge of billing/finance and eligibility processes, practices and concepts
Experience working from home

Responsibilities

Serve as a resource or Subject Matter Expert for team members or internal customers.
Handle escalated calls, resolving more complex customer issues.
Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner.
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider.
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools.