• Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom. • Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals. • Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education. • Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes. • Assist recipients with myABOnline and other digital consumer platforms. • Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions. • Document recipient interactions and communicate recommendations with clinical teams when appropriate. • Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness. • Serve as the first point of escalation for complex recipient questions and technical issues. • Train, coach, and mentor new Recipient Support Specialists. • Lead KPI reporting and contribute during team performance meetings. • Support continuous process improvements and additional projects as assigned.

• Directly work with our clients to resolve Tier I level issues. • Provide outstanding levels of responsiveness and support via email, chat, text, and phone. • Be readily available to provide live support via email, chat, text, and phone during scheduled hours of 11:00 AM - 8:00 PM ET (8:00 AM - 5:00 PM PT) • Coordinate / follow up on internal requests and work in progress. • Follow established workflow for the triage and escalation of support tickets. • Contribute to the growth of the team by bringing your best ideas for improvement and collaboration.

Role Description This position is Remote in Arizona. You will have the flexibility to work remotely as you take on some tough challenges. Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions, and your energy to work in a fast-growing environment. The Senior Customer Service Representative is responsible for handling outbound member phone calls and assisting members with scheduling preventative health services with their assigned doctor. It is a production-based role, and you will be required to meet daily, monthly, and quarterly production numbers. The major focus is to outreach to our Medicaid members to assist them in scheduling with their doctor for preventative services. Job duties also include making sure we assist members with transportation if needed. This position is full-time, Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime. - Ensures quality customer service for external customers by proactively reaching out to identify needs for preventative services and connecting them to the appropriate resources. - Partners with other customer service representatives to resolve complex customer service inquiries. - Informs and educates new customers regarding preventative health care services available to the member and/or the child of the guardian. - Places outgoing phone calls for preventative services and to complete follow-up on customer service requests, as necessary. - Maintains timely, accurate documentation for all appropriate transactions. - Meets established productivity, schedule adherence, and quality standards with consistency. - Keeps management abreast of all outstanding issues. - Adapts procedures, processes, and techniques to meet the more complex position requirements. - Addresses special (ad-hoc) projects as appropriate. - Seeks involvement in continuous quality improvement initiatives. - Works bilingually - English and Spanish speaking. - Works independently. - Acts as a resource for others. - Other duties as assigned. Qualifications - High School Diploma / GED or equivalent work experience. - Must be 18 years of age OR older. - 1+ years of customer service experience analyzing and solving customer problems. - Bilingual verbal and written fluency in English and Spanish. - Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications. - Experience performing 6+ hours a day making outbound calls. - Ability to work full-time, Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime. Preferred Qualifications - 1+ years of pediatric medical office experience. - Experience with the Managed Healthcare industry. - Experience with EPSDT (Early and Periodic Screening Diagnostic and Treatment) Services. Telecommuting Requirements - Reside within Arizona. - 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 - Excels at managing multiple tasks simultaneously while maintaining high levels of accuracy and efficiency, ensuring all responsibilities are completed in a timely manner. - Demonstrated skill in quickly building rapport and responding to customers compassionately by identifying and exceeding their expectations. Consistently responds in a respectful, timely manner, and meets commitments. 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 $18 - $32 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. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. 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.

• Deliver exceptional and prompt customer service to partner inquiries through various channels including, phone, email, and additional tools. • Engage actively in meetings and training sessions as needed to stay updated on processes and industry knowledge • Identify and troubleshoot technical issues reported by partners and escalate complex issues when necessary • Provide clear information to partners regarding products, services, and policies. • Document accurate and up-to-date records of interactions or issues • Maintain our internal inventory management system, accurately recording essential tow information through data entry • Coordinate, oversee, and dispatch tow operations in multiple regions, ensuring smooth dispatch and monitoring processes