Title: Customer Service Representative Location: Auburn, MA United States Requisition number: 2357686 Job category: Customer Services Overtime status: Non-exempt Travel: No Job Description: This position is Remote in Auburn, MA. You will have the flexibility to work remotely* as you take on some tough challenges. Explore opportunities with Atrius Health, part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together. Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative plays an integral role as a member of the patients care team by screening all incoming calls and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem-solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. Must have clear verbal and written communication skills to ensure the patient and team members understand next steps. 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 8:00am - 5:00pm. We offer 12 weeks of paid training. The training will be Monday - Friday. Training will be conducted onsite at 4 Brotherton Way Auburn MA. Primary Responsibilities: - Supports a high volume of calls typically for a defined region/dept with back up support to a sister region/dept adhering to department productivity standards set forth by service line. - Screens all incoming patient inquires (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call. - Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supports the needs of our patients. - Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes. - Documents details of each call in the patients' electronic medical record using both service line documentation tools as well in addition to free text when appropriate to ensure coordination of care. - Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance. - Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor. - Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement. - Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies. - Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department. - Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment. - Complies with health and safety requirements and with regulatory agencies. - Complies with established departmental policies, procedures, and objectives. - Enhances professional growth and development through educational programs, seminars, etc. - Attends a variety of meetings, conferences, and seminars as required or directed. - Regular, reliable and predictable attendance is required. - Performs other similar and related duties as required or directed. 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 work experience - Must be 18 years of age OR older - 1+ years of Customer service experience - Basic computer knowledge - Basic typing skills - Ability to work 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 8:00am - 5:00pm Preferred Qualifications: - Experience working in Medical Office Telecommuting Requirements: - Reside within Auburn, MA - 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 $16.15 - $28.80 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 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. OptumCare 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. OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. #RPO

• Handle customer enquiries via email, live chat, and other support channels • Provide accurate product information and troubleshoot customer concerns efficiently • Resolve customer complaints with empathy, professionalism, and ownership • Deliver clear, high-quality written communication across all customer interactions • Manage escalated or high-priority cases to ensure positive customer outcomes • Support and guide a remote team of Customer Service Agents • Act as the first escalation point before issues are escalated to management • Provide ongoing coaching, mentoring, and feedback to improve team performance • Lead by example by actively managing tickets and supporting daily queue operations • Ensure consistency in tone, quality, and customer experience standards across the team • Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved • Identify recurring customer issues and recommend process improvements • Assist with onboarding and training new team members as the support team grows • Ensure adherence to internal systems, processes, and customer service best practices • Support continuous improvement initiatives across customer support operations • Provide regular updates on team performance, operational insights, and customer trends • Deliver productivity reporting and recommendations for improvement • Collaborate closely with cross-functional international teams • Escalate systemic customer experience concerns and operational risks proactively

• Provide customer support via phone, email, chat, and ticketing systems in English and German • Manage customer escalations and complex enquiries professionally and efficiently • Handle support tickets directly in a hands-on player-coach capacity • Support and coach remote customer service agents • Monitor SLAs, queue performance, and response times • Provide operational updates, reporting, and customer service insights • Work closely with internal teams to improve processes and customer satisfaction • Assist customers with product, order, warranty, and troubleshooting enquiries • Maintain accurate customer records and case documentation

Title: Healthcare Customer Service Rep | $ 15.00 per hour! | Starts 6/11/26 Location: United States Department: Customer Service/Support Job Description: - per year - Salary - Full Time As a Senior Solutions Engineer, you will play a key role in supporting the sales team by providing technical expertise and solutions that address client needs. This position involves collaborating with account executives to understand customer requirements, presenting product demonstrations, and building strong technical relationships with prospects and clients. You will help drive sales growth by communicating the technical capabilities of our solutions, troubleshooting customer issues, and guiding clients through the sales and implementation process. This role requires a mix of technical skills, customer empathy, and the ability to convey complex concepts in an accessible way. Beyond acting as an advisor to Sales and the day-to-day of the role, a Lead Solutions Engineer is expected to be a cross functional player within the organization driving change and best practices across multiple groups and contributing back to the business. Responsibilities and Duties: - Collaborate with sales teams to identify client needs and propose effective technical solutions. - Assist in creating and delivering product presentations and demonstrations tailored to customer requirements. - Serve as a trusted advisor to customers by providing in-depth technical knowledge and support. - Work closely with product and engineering teams to ensure customer feedback is considered in product development. - Support technical documentation, solution customization, and client onboarding. Valued Experience - 5 - 7 years of experience as a SaaS Solution Engineer or Technical Consultant preferred - 5+ years prior experience selling B2B software solutions into targeted accounts - Salesforce Platform and Salesforce Experience - Experience developing software demonstrations - Discovery skills to liaise with customers to understand their business challenges, configure & run complex evaluation labs and drive them to a technical win - Excellent persuasive presentation skills in order to present technical solutions to prospects and existing customers - An entrepreneurial attitude to proactively take on projects and execute on them with little direction - Success in an early-stage tech startup environment with Enterprise/ SaaS Credentials - 2+ relevant technology or industry certifications - 1-2 Salesforce platform specific certifications Location EMEA remote, UK preferred Why Specright - Entrepreneurial culture. We're fast-paced, informal, and flat. Collaboration and innovation matter more than hierarchy or fear of mistakes. - Real impact. Your work will power AI capabilities that touch real supply chain decisions across major industries. - Autonomy and ownership. We hire senior people and trust them to make decisions, ship fast, and continuously improve what they build. - Global team. You'll collaborate across time zones with talented colleagues who care about craft. - Competitive perks. Competitive salaries, flexible work hours, and a full benefits package (Medical, Vision, and Dental). About Specright Specright is the first purpose-built, patented platform for Specification Management. Whether it's packaging, raw materials, formulas, products, or machines, Specright helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. Specright serves customers across industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, Specright was named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, had three executives honored as Supply & Demand Chain Executive Pros to Know in 2023 and won Food Logistics' 2022 Top Software & Technology Provider award. For more information, visit: www.specright.com.