Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description As member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way. How will you make an impact? What will you do? The Customer Experience Assessor (CEA) assesses voice, email, and chat interactions relative to established criteria and calibrated standards to ensure our customers have a positive experience. These assessments are done on scoring forms and focus on areas such as job knowledge, accurate system usage, soft skills, and first contact resolution. The CEA will provide additional mentoring to agents in the greatest need, such as new hires and/or those below goal. Data from all evaluations will be analyzed for targeted training, development, and/or process improvements to drive and improve the customer experience, and ultimately, CAS. Additionally, the CEA will assist with research and coaching related to opportunities raised by our sales team and customer survey responses. How will you get there? Education and skills - High School graduate, or GED required. - A bachelor’s degree is preferred, applicants with demonstrated experience and knowledge will also be considered. Knowledge and Experience: - Experience in working across functions and establishing strong working relationships - Needs minimum direction to achieve interpersonal goals - Successful candidates are fully trained on all CS systems, processes, and procedures including phone, email and RGA training - At least 2 years experience in one of our CCG US call centers as a Customer Service Representative while maintaining strong quality scores. - Demonstrates strong interpersonal skills using judgment when needed - Strong focus and attention to detail - Strong time management and prioritization skills - Self-motivated yet know when to seek mentorship - Proficiency with MS Office products, particularly Excel - Ability to analyze data and make recommendations for improvement Compensation and Benefits The salary range estimated for this position based in Illinois is $41,100.00–$61,650.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes: - A choice of national medical and dental plans, and a national vision plan, including health incentive programs - Employee assistance and family support programs, including commuter benefits and tuition reimbursement - At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy - Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan - Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

• Resolve patient healthcare accounts by negotiating payment with patients/guarantors • Complete daily account related functions in an efficient and timely manner to speed-up the patient-to-payment process • Research and reconcile accounts • Communicate with clients, government and commercial payers • Provide customer service support and resolution of routine problems and questions regarding the revenue cycle • Negotiate payment with patients/guarantors by reviewing prior account payment history • Respond to customer questions utilizing knowledge and expertise on insurance and healthcare • Maintain accurate documentation of patient/guarantor encounters • Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies • Analyze and interpret accounting documents and/or correspondence • Interact with both client and internal departments to ensure proper account handling • Review and recommend modification to procedures and workflow as necessary

• Answer and deal with incoming calls courteously and professionally, regardless of the caller’s demeanor • Verify and update customer information as necessary to maintain accuracy of records • Gather and enter basic sales order information from the customer into SAP • Locate parts and materials numbers of products at least 75% of the instances when the customer is not able to provide them • Know which additional parts or accessories are required for each product and add those to orders • Provide accurate information at the time of ordering on product availability, price, and delivery • Gather appropriate information from customers regarding problems and complaints, determine if FDA or standard escalation is required, properly code complaints and record them, and direct complaint to more senior associate for resolution • Verifies warranty claims and schedules repair resources; changes production and shipping schedules • Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules • Schedule field service repair calls, handling requests for additional company materials • Maintains records of returns, schedule changes, product pricing, and resolves return credit problems • Resolves production scheduling and shipping or invoicing problems • Be familiar with all product lines • Answer customer questions regarding shipping and delivery status, invoicing, pricing, and other common topics raised by customers • Complete required processes for each function above • Utilize basic Customer Service Skills • Fulfill customer literature requests using PRA and PDF files • Participate in departmental meetings, team building, process improvements, and required training

This position is Remote in CST or MST. You will have the flexibility to work remotely* 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. As a Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to between 45 to 65 callers per day. Always remember that there is a real person on the other end of the phone who is looking for help, guidance, and support. You will also provide support to your team members by serving as a resource or subject matter expert. 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. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 8:00 pm CST or MST. It may be necessary, given the business need, to work occasional overtime. We offer 12 weeks (4 weeks of paid training and 8 weeks on-the-job training). The hours of the training will be 8:30 am - 5:00 pm CST. Primary Responsibilities: - Review and research incoming healthcare claim calls from providers (doctors, clinics, etc.) by navigating multiple computer systems and platforms and verifies the data / information necessary for processing (e.g. pricing, prior authorizations, applicable benefits) - Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems - Communicate and collaborate with providers to resolve issues, using clear, simple language to ensure understanding - Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, and attendance - Answer incoming phone calls from members 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) 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 - Must be 18 years of age OR older - 6+ months of work at home experience - 6+ months of Customer Service Representative (CSR) experience OR 1+ years of experience in an medical / standard office setting, call center setting, or phone support role - Working knowledge with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications - Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 am - 8:00 pm CST or MST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime. Preferred Qualifications: - Call Center experience - Health Care experience  - Knowledge of claim / finance and eligibility processes, practices, and concepts Telecommuting Requirements: - Reside within the 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 *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 hourly pay for this role will range from $17.98 - $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 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. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.