• Proactively engage users via **chat** and **calls** during onboarding and early usage; • Reach out to users showing low activity or early churn signals and help them get back on track; • Act as a **human recovery layer**: understand user frustration, diagnose issues, and rebuild trust through real conversation; • Help users understand what can be improved to get better results, using clear and empathetic communication; • Recommend profile, CV, or job search improvements, including relevant paid add-ons (e.g. resume review) when they add real value; • Share user feedback and recurring patterns with Product to improve the overall customer experience.

• Proactively engage users via **chat** and **calls** during onboarding and early usage; • Reach out to users showing low activity or early churn signals and help them get back on track; • Act as a **human recovery layer**: understand user frustration, diagnose issues, and rebuild trust through real conversation; • Help users understand what can be improved to get better results, using clear and empathetic communication; • Recommend profile, CV, or job search improvements, including relevant paid add-ons (e.g. resume review) when they add real value; • Share user feedback and recurring patterns with Product to improve the overall customer experience.

• Design and develop technical components using Oracle CC&B • Independently drive technical solutions • Provide technical support and develop testing components • Implement CC&B or OUAF framework-based products • Work with CC&B functionalities like billing, payment, and collections

Role Description This position is Remote in Arizona, Nevada, Utah or New Mexico. You will have the flexibility to work remotely as you take on some tough challenges. 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 8:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime. We offer 1-2 weeks of on-the-job training. The hours of the training will be aligned with your schedule. Primary Responsibilities: - Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs. - Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems. - Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues. - Scheduling appointments for patients – entering and updating demographics. This role is equally challenging and rewarding. You’ll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you’ll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis. 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 - High School Diploma / GED OR equivalent work experience. - Must be 18 years of age OR older. - 1+ years of experience in a medical environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools. - Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications. - Knowledge of Medical Terminology. - Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime. Preferred Qualifications - 1+ years prior health care experience. - Ability to type 40 wpm. Telecommuting Requirements - Reside within Arizona, Nevada, Utah or New Mexico. - 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 - Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner. - Proficient conflict management skills to resolve issues in a stressful situation. Benefits - 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). - The hourly pay for this role will range from $16 to $29 per hour based on full-time employment. Company Description 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.