Role Description The Customer Service Representative I serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns. - Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information. - Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions. - Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution. - Provides triage support for common issues related to platforms, applications, and back-office processes. - Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions. - Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings. - Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions. - Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors. - Performs other duties as assigned. - Maintains regular and reliable attendance. - Complies with all policies and standards. Qualifications - H.S. Diploma or GED required - Associate Degree or some college coursework in a related field preferred - 1-2 years of customer service experience required, preferably in a call center or help desk environment required - Familiarity with CRM software and customer service tools preferred Requirements - Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns. - Proficient in using computer systems, including Microsoft Office Suite and CRM platforms. - Excellent problem-solving and critical-thinking abilities. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Detail-oriented with a strong focus on accuracy and quality. - Demonstrated ability to work independently and as part of a team. - Strong interpersonal skills and the ability to build rapport with customers and colleagues.

Role Description As a Call Center Nurse, you will be responsible for conducting telephonic assessments with obstetric patients for nausea, vomiting, hypertension, and diabetes, and providing care coordination. You will work in a call center environment that includes both inbound and outbound calls. This position requires working two weekend days in a 4-week schedule and three holidays per year. The hours are: - 10 AM - 7 PM CST - 9 AM - 6 PM MST - 8 AM - 5 PM PST - 11:30 AM - 8:00 PM EST, 5 days per week/8 hours per day - 9:30 AM - 8:00 PM EST, 4 days per week/10 hours per day If you are located in Texas, you will have the flexibility to work remotely* as you take on some tough challenges. Primary Responsibilities: - Positively represent the Company to both internal and external customers; always maintain a professional and courteous manner. - Uphold the Optum core values in the conduct of work. - Adhere to Company privacy guidelines; ensure compliance with local, state, and federal regulations. - Assess patients prior to initiation of home care service for appropriateness of services prescribed. - Provide services according to Optum policy and the prescriber’s plan of treatment. - Individualize patient assessments based on care/services being provided and patient need. - Ensure interventions respect and encourage the patient’s ability to make choices. - Respect each patient’s rights and conduct business in an ethical manner. - Educate patients and families with a systematic approach, promoting patient understanding of treatment and services, health status, coping ability and patient/family involvement in the continuum of care or service. - Initiate the plan of treatment/care pathway based upon the analysis of information obtained and within scope of practice and certification. - Coordinate care with the patient services centers, pharmacists, dietitians, and other healthcare professionals to promote the continuum of care or service. - Accurately communicate (written/verbal) patient status information to prescribing physician and case manager in timely manner and provide necessary clinical information to Optum pharmacists and other healthcare professionals as applicable. - Provide care and services to assigned caseload in an efficient, organized manner. Maintain flexibility in assignments and scheduling. - Modify the plan of care, as appropriate, based on re-assessment, change in prescriber orders, the patient’s need for further care or services, and the achievement of identified goals within scope of practice and certification. - Complete clinical record documentation per Optum policy in a timely, complete, and accurate manner. - Provide service-related clinical support to key physicians/hospitals through personal contacts and in-services, as directed. - Participate in holiday and weekend duties as scheduled. - Ensure senior management decisions and directives are carried out. - Additional duties as assigned. 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. Qualifications - Active, Unrestricted Compact State RN License within Residential State. - 3+ years of obstetrical experience. - Computer proficiency, to include solid data entry skills and the ability to navigate a Windows environment (Word, Outlook, Excel, and Internet). - Designated and Distraction Free workplace at home with DSL high speed Internet. Requirements - BSN (Preferred). - 5+ years of obstetrical experience (Preferred). - *All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase. - 401k contribution (all benefits are subject to eligibility requirements). - Hourly pay for this role will range from $28.94 to $51.63 per hour based on full-time employment.

• Handle customer service and negotiations via phone and WhatsApp (outbound and inbound); • Review and manage leads and prospect for new customers; • Register new subscriptions and apply benefits and discounts in the system; • Use Excel to update and organize commercial/sales information.

• Coordinate and oversee daily workflows to ensure work is completed accurately. • Support Team Leads with daily operational issues and production challenges. • Monitor performance metrics and conduct regular KPI reviews for Team Leads. • Provide direct supervision and leadership to Team Leads (typically 5–10). • Partner with IT to identify, test, and implement system enhancements.