Subject Matter Expert - National Remote

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

Optum, a part of the UnitedHealth Group family of businesses, continues to evolve and make a bigger impact through its extensive expertise in combining technology, data, and people to create novel health care solutions and services across the globe. OptumServe is following suit by creating and delivering care that meets the health needs of active-duty service members, veterans, and their families. We're partnering with federal and state government agencies to meet the readiness and health needs of active-duty military members and veterans by providing preventive health screenings and assessments to ensure that troops are ready to answer the call of duty. For those who want to intensify their impact in a career that brings together challenge, learning and growth, OptumServe is the right place to do your life’s best work.SM

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 7:00am – 6:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of on-the-job training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

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

Primary Responsibilities:

• The primary responsibility for the is to provide support to the front-line ASR via chat and SME queue.
• Manager SME queue hours of operational hours 7:00am – 18:00.
• Handle all Escalation calls from the Veteran/Provider calls.
• Take calls as needed to support business needs, handle all VAPE calls transferred from the VAPE (Veteran Affairs Platinum Experience) Team.
• Perform all other related duties as assigned.
• Handle SME tasking.
• The SME currently provide performance based behavioral coaching to agents, prepare for and facilitate OJT sessions for new hires/and support new hire training classes.
• Provide immediate support to agents that need assistance while answering calls.
• Foster an open and trusting work environment.
• Lead by example modeling our values.
• Communicate and share best practices with team and peers across sites.
• Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers.
• Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
• Extensive work experience within own function.
• Work is frequently completed without established procedures.
• Works independently.
• May act as a resource for others.
• May coordinate others' activities.

• Employees in jobs labeled with ‘SCA’ must support a government Service Contract Act (SCA) agreement.

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 OR equivalent experience
• 1+ years in VACCN - Appointment Scheduling
• 1+ years in Customer Service Call Center OR 1+ years of experience in an office setting, call center setting or phone support
• Must be 18 years of age OR older
• Ability to work full-time, Monday - Friday between 7:00am – 6:00pm CST including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• Handling escalated calls
• Solving Customer problems
• Ability to multi-task

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island 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 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.

#RPO #GREEN