Senior Customer Service Representative - Remote Eligible

Senior Customer Service Representative

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 will be responsible for managing a large number of inbound calls in a timely manner. Your primary goal is to provide excellent customer service, resolve provider inquiries, and ensure customer satisfaction.

This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:30am - 6:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Primary Responsibilities:

• Ensures quality customer service for internal and external customers
• Handles all incoming phone calls and identifies/assesses providers needs accurately and timely regarding potential third party liability
• Solves problems systematically, using sound business judgment
• Applies appropriate communication techniques when responding to providers
• Recommends customer service strategies and related improvements/enhancements
• Maintains timely, accurate documentation for all phone call interactions
• Consistently meets established productivity, schedule adherence, and quality standards
• Seeks involvement in continuous quality and process improvement initiatives when warranted

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ year of telephonic customer service experience, efficiently handling a high volume of inbound and/or outbound calls
• Basic Microsoft Office experience, Microsoft Excel (general spreadsheet navigation, data entry and sorting), Microsoft Word (creating and editing word documents) and Microsoft Outlook (email and calendar)
• Intermediate experience working with various computer systems, software applications, and emerging technologies, with a strong ability to adapt and learn new tools quickly.
• Ability to work full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:30am - 6:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Experience with healthcare claims OR insurance

Telecommuting Requirements:

• 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.

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.