You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Energize your career with one of Healthcare’s fastest growing companies.

You dream of a great career with a great company – where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 5 leader.

Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

Challenge can often be it's 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, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Senior Customer Service Representative, 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, Monday - Friday. Employees are required to work our normal business hours of 5:00 AM - 5:00 PM AZ (Arizona Standard Time zone) including the flexibility to work a middle / late shift based on business need.

We offer 2 weeks of training. Training will be conducted virtually from your home.

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  All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

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  Extensive work experience, possibly in multiple call center functions
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  Works independently
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  Acts as a resource for others - Coordinates team activities
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  Communicate effectively (verbally, nonverbally, and written) and utilize excellent listening skills to anticipate and identify customer / client needs
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  Solves moderately complex problems on own and applies critical thinking skills to drive resolution
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  Plans, prioritizes, organizes and completes work to meet established objectives
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  Responsible for ensuring individual performance remains above goal for all KPIs (NPS , QA, Adherence, Attendance, Average Handle Time)
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  Communicate common problems / questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
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  Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de - escalate / defuse callers as needed)
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  Applies knowledge / skills to complex scenarios
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  Create and foster relationships with peers, SMEs, Leadership and the partner teams who support the OPES department by acting as a team player through supporting and collaborating with others and demonstrating diversity awareness
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  Be cognizant of your presence and demonstrate consistent behavior that supports our service model
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  Continue daily engagement with the team and others through different channels such as daily chat for answering questions for team members, participating in meetings, emails, etc. for maintaining a clear streamline of communication across the department
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  Participate in huddles and team meetings with peers and Leadership to keep the team up to date on overall business on a weekly / monthly basis
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  Communicate effectively (verbally, nonverbally, and written) and utilize excellent listening skills to anticipate and identify customer, advocate, and team needs. Be concise in delivery of all messaging - keep emails bulleted and to the point, think about what you want to say before you start speaking to ensure you don't repeat yourself or struggle to reach the point
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  Demonstrates a depth and breadth of knowledge / skills
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  Often acts as a resource to support staff
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  Make outbound calls to resolve caller questions / issues (e.g., to callers, providers, brokers)
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  Proactively contact external resources as needed to address caller questions / issues (e.g., providers and brokers)
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  Drive resolution of caller questions / issues on the first call whenever possible (e.g., first - call resolution, one-and-done)
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  Anticipates customer needs and proactively identifies solutions
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  Solves complex problems on own; proactively identifies new solutions
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  Plans, prioritizes, organizes, and completes work to meet established objectives

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:

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  High School Diploma / GED (or higher) OR equivalent experience
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  1+ years of customer service experience OR experience in a medical office, health care, call center, OR office setting with analyzing and solving customer problems
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  Call Center Operations knowledge
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  Ability to work any 8-hour shift between the hours of 5:00 AM - 5:00 PM AZ (Arizona Standard Time zone) from Monday - Friday including the flexibility to work a middle / late shift based on business need

Preferred Qualifications:

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  HealthCare experience

Telecommuting Requirements:

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  Required to have a dedicated work area established that is separated from other living areas and provides information privacy
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  Ability to keep all company sensitive documents secure (if applicable)
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  Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $16.00 - $26.88. The salary range for Connecticut / Nevada residents is $16.83 - $29.66. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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