Virtual Visit Specialist

UnitedHealth Group•Minneapolis, MN

5d•$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. The HouseCalls Virtual Visit team is responsible for ensuring members and practitioners can connect with their technology to successfully complete Virtual Visits. Virtual Visit Specialists (VVS) work with members over phone and video, prior to the Virtual Visit, to ensure they can connect the technology. VVS supports practitioners with trouble shooting the technology. They also and provide additional member and provider support. Virtual Visit Specialists place outbound calls manually and via an auto-dialer and receive inbound calls, in a call center environment. To help the member connect for the visit, Virtual Visit Specialists also interact with members and practitioners over video camera.

Requirements

High School Diploma / GED or equivalent work experience
Must be 18 years of age OR older
1+ years of telephonic customer service experience or in-person customer service experience, handling moderate to complex transactions
Experience in dealing with the senior/Medicare population
Experience with Microsoft Office software including Microsoft Word, Microsoft Excel (create, edit, save documents and spreadsheets) and Microsoft Outlook (email and calendar management)
Knowledge of smart device (phone and tablet) setup and troubleshooting
You will be required to adhere to UnitedHealth Group’s US Telecommuting Policy
Ability to work full-time Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST

Nice To Haves

Experience successfully working as a telecommuter
Experience with Salesforce
Reside within Central or Mountain Time Zone
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
Must have capability to work from home (dedicated workspace, high-speed internet available in the area, and able to hardwire to a modem). Must be willing to work in the local office if/when system or internet issues occur
Must be comfortable working in a fast-paced, high-volume, call center environment
Must be able and comfortable with meeting/exceeding metrics and goals within the department
Must be comfortable working on the phone and navigate multiple systems on the computer simultaneously while assisting/serving members
Must be comfortable making telephonic outreach to members without prior engagement
Telephone etiquette: Demonstrate professionalism and compassion
Excellent Organizational Skills
Serving Customers
Being Accountable
Influencing Others
Delivering Results

Responsibilities

Place outbound calls to members to perform virtual visit technology setup, validation, and troubleshooting
Answer inbound calls from members and practitioners regarding issues with technology
Interact with members over video/camera calls
Support members who need assistance accessing their post-visit digital member materials
Assist collaborating providers with accessing systems
Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs
Escalate issues when defined by protocols
Demonstrate patience, active listening, and empathy in all interactions
Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation
Control the interaction to ensure each member issue is handled completely and efficiently
Meets key performance goals established including quality and attendance
Maintain confidentiality and adhere to HIPAA requirements
Navigate and document in multiple systems while speaking with members telephonically and over video
Consistently meets metrics, for quality, productivity, and outcomes
Consistently maintains schedule adherence and good attendance
Other duties, as assigned