Senior Customer Service Representative - Remote In Multiple Locations

If you are located within a 30-mile commutable distance of one (1) of our offices located in the following states: PA, FL, KS, GA, NJ, TX, VA, CA, NC, or MO, you will have the flexibility to telecommute* (work from home) 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity 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 your team members by serving as a resource or subject matter expert.  Both of these 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 they talked to you.

This position is full-time (40 hours / week), Monday - Friday. After successful completion of training, Employees are required to work our normal business hours of 10:00 AM - 6:30 PM EST. It may be necessary, given the business need to work occasional overtime. The position is work from home, but the requested location is within 30 miles of one of our onsite facilities listed below. Our offices are located in the following:

• 1201 South Collegeville Road, Collegeville, PA 19426
• 10441 University Center Drive, Tampa, FL 33612
• 10101 Renner Blvd Lenexa, KS 66219
• 1777-A Montreal Circle IDAA Test Site Tucker, GA 30084
• 9601 Renner Blvd  Lenexa, KS 66219
• 1777 Montreal Cir Ste Cost, Tucker, GA 30084
• 1 Insights Drive, Clifton, NJ 07012
• 4225 E Fowler Avenue,  Tampa, FL 33617
• 4151C E Fowler Avenue,  Tampa, FL 33617
• 4770 Regent Blvd 2Nd Floor, Irving, TX 75063
• 1777 Montreal Circle Floor 2, Tucker GA 30084
• 14275 Midway Road Ste 400, Addison, TX 75001
• 4770 Regent Blvd.,  Irving, TX 75063
• 14225 Newbrook Dr, Chantilly, VA 20151
• 400 Egypt Road,  Norristown, PA 19403
• 8401 Fallbrook Ave, West Hills, CA 91304
• 4380 Federal Dr Ste 100A, Greensboro, NC 27410
• 33608 Ortega Highway, San Juan Capistrano, CA 92675
• 8401 Fallbrook Ave - LTC Long Term Care, West Hills, CA 91304
• 33608 Ortega Highway Building B-West Wing, San Juan Capistrano, CA 92675
• 10500 University Center Dr Ste 250, Tampa, FL 33612
• 4380 Federal Dr Ste 100, Greensboro, NC 27410
• 10101 Renner Road 2nd floor Lab Card Dept, Lenexa, KS 66219
• 500 Plaza Drive, Secaucus, NJ 07094
• 8403 Fallbrook Avenue, West Hills, CA 91304
• 1777 Montreal Circle, Atlanta, GA 30084
• 1777 Montreal Cir Ap Suite, Tucker, GA 30084
• 400 Egypt Rd, Norristown, PA 19403
• 800 NW Chipman Rd Ste 5900, Lees Summit, MO 64063

We offer 6 weeks of paid training. The hours during training will be 9:00 AM - 5:00 PM EST from Monday - Friday. The hours for training will be different from the scheduled work shift. Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME) 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
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• 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

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 
• 1 years of Customer Service experience
• 1 years of experience with processing Health Care Claims
• Familiarity with Medical Terminology
• Familiarity with using computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work any 8-hour shift between the hours of 10:00 AM - 6:30 PM EST from Monday - Friday
• Must be 18 years of age OR older

Preferred Qualifications: 

• Bilingual fluency in English and Spanish, which includes the ability to translate complex medical terminology and insurance claim information specific to individual inquiries

Telecommuting Requirements:

• Reside within a 30-mile commutable distance of one (1) of our offices located in the following states: PA, FL, KS, GA, NJ, TX, VA, CA, NC, or MO
• 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

Soft Skills:

• Ability to multi - task duties as well as the ability to understand multiple products and multiple levels of benefits within each product 
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over - time and / or weekends, as needed

California or New Jersey Residents Only: The hourly range for California or New Jersey residents is $16.54 - $32.55 per hour. 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.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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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