Senior Customer Service Representative

UnitedHealth Group•Tampa, FL

11h•$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. As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to customers by serving as a resource or subject matter expert. Both are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because you talked to you. This position is full-time, Monday - Saturday. Employees are required to have flexibility to work any of our 8-10-hour shift schedules during our normal business hours of 6:00 am - 10:00 pm CST including a Saturday shift. It may be necessary, given the business need, to work occasional overtime. We offer 4-6 weeks of paid training. The hours of training will 8:00 am - 4:30 pm CST.

Requirements

High School Diploma / GED OR equivalent years of working experience
Must be 18 years of age OR older
1+ years of customer service experience in a call center or high-volume call environment
Experience with Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables) and Microsoft Outlook (email and calendar management)
Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications.
All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
Ability to attend full-time training Monday through Friday, 8:00 am - 4:30 pm CST, for the first 4-6 weeks
No time off request for the 4-6 weeks of training
Ability to work any of our 8-10 hour shift schedules during our normal business hours Monday - Saturday 6:00 am - 10:00 pm CST and mandatory overtime during peak season
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.
Communication, clear verbal and written communication skills.
Empathy, ability to understand and relate to customer concerns.
Problem-Solving, quick thinking and resourcefulness to resolve issues.
Patience, staying calm and professional, especially with difficult customers.
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

1+ years Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role
Familiarity with CRM systems, email, and chat platform

Responsibilities

Serve as a resource for other team members or internal customers
Handle escalated calls, resolving more complex customer issues in a one and done manner
Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Provide education and status on previously submitted pre-authorizations or pre-determination requests
Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
Other duties as assigned