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

Role Description - Handle inbound and outbound calls, emails, and chats with professionalism, accuracy, and care. - Resolve customer concerns efficiently while maintaining a high standard of service quality. - Accurately document all interactions, updates, and resolutions in the system in real time. - Coordinate with internal operations teams to ensure seamless case handling and follow-through. - Identify recurring issues and escalate patterns to supervisors proactively. - Meet and consistently maintain daily and weekly performance targets. - Support the operations team during high-volume periods with flexibility and a solutions-first mindset. - Uphold company policies, compliance standards, and quality guidelines in every interaction. Qualifications - 3+ years of experience in a customer service or call center environment (Required). - Operations-oriented — you understand that consistency, accuracy, and process matter. - A clear, professional communicator — written and verbal, every single time. - Detail-driven and thorough when documenting cases and following through on commitments. - Calm under pressure and able to manage high call volumes without compromising quality. - A reliable, accountable teammate who shows up consistently and takes ownership of their work. - Tech-savvy and comfortable navigating multiple systems and tools simultaneously. - Flexible with shifting schedules and fully dependable in a remote work setup. Benefits - Full-time remote work with a complete WFH support program. - Maxicare HMO + PhilHealth coverage. - SIL, PTO, and a special birthday leave. - Paid vacation leave. - Zero-interest employee loan program. - Performance bonuses and merit-based recognition. - Monthly Gen Pow-Wows and team engagement events with prizes. - Arvios Leadership Development Academy and workshop programs. - Monthly 1-on-1 touchbase calls with your HR partner. Home Office Requirements (Must Provide Screenshot) - Laptop/Computer Specs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, or higher equivalent. - For Windows users: Windows 11 OS is required. - Noise-Cancelling Headset. - Dual Monitor is mandatory. - Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup.

What the Role Is Babylist is hiring a VP of Customer Care and Support to lead our support organization end to end, across our multiple product lines. You'll set the strategy for the operating model, policies, and team structure that define the support experience. You'll report directly to our CFO/COO, with two direct reports and a broader team of 100+ across agents and ops, a mix of internal and outsourced, with room to build and shape the org to support Babylist’s long-term ambitions. Who You Are - Have run customer support for a complex, multi-product consumer business at a modern, tech-forward company, where the surface area kept expanding. - Have operated at the VP-level, owning support strategy and outcomes for the full function, not just a piece of it, with real accountability to the executive team. - Can point to how you evolved a support org over time: what it looked like when you got there, what you changed or rebuilt, and why. - Fluent in modern support tooling and AI, with real opinions on where the industry is headed and what great support looks like. - Have built and led people leaders, not just individual contributors, with real tenure in the seats, enough to have gone through multiple performance cycles and periods of company change and evolution. - Thinks about support economics in ROI terms, not pure cost: you can make the case for spending more where it improves the experience, and driving efficiency where it doesn't. - Comfortable owning customer facing policy, not just enforcing it. You bring outside benchmarks and internal data to champion change, and you take that point of view to Commercial, Supply Chain and Finance stakeholders to drive alignment. - Experience with consumer health or another regulated, consumer privacy focused t support environment is a plus - Comfortable in an environment where multiple consumer experience and service offerings adds real complexity to SLAs and queue management - You naturally reach for AI in your work. At Babylist, every team uses AI daily. You're already using it to move faster and improve your output, and you stay curious about what's coming next. How You Will Make An Impact - Set the strategy and operating model for support across all of Babylist, translating that into the staffing, structure, and incident reduction work needed to deliver on it. - Build the operating model for how AI and human agents work together, shifting agent time away from low-value tickets and toward the interactions that actually define the experience. - Bring a strong point of view on CS internal and customer facing policies, support channels, SLAs, and drive those changes through with cross-functional partners. - Partner with the Fulfillment and Operations Engineering and Business Operations team that owns support tooling and AI systems as a sophisticated, demanding stakeholder, not the implementer. - Represent the customer in cross-functional forums, working with Marketing to keep the Babylist voice consistent across social and support channels. - Continually evaluate and evolve the org structure to to cover analytics and operations work as the Babylist experience evolves. Why This Role - You'll shape real policy, not just execute someone else's. Policies, channels, SLAs: if you think Babylist is behind the industry, you're expected to make that case. - Direct, ongoing partnership with the team that owns AI strategy company-wide, without the pressure of owning that build yourself. - A support org for a genuinely complex, evolving business: order and logistics volume alongside new customer use cases,, with real room to design the structure underneath you. About Compensation We use a market-based approach to compensation. The starting salary range for this role is: $244,352 to $293,239 + 35% annual bonus and competitive equity Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity. Who We Are Babylist is the leading platform for expecting and new families. More than 10 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, guidance, and expert recommendations. As a modern, AI-forward tech company, Babylist has expanded from a universal registry into a full ecosystem — the Babylist Shop, Babylist Health, Babylist Money, NYC and LA showrooms, branded content, and more — generating $750M in revenue in 2025. Building the generational brand in baby, Babylist is reshaping the $235B kids and baby market and helping parents feel confident, connected, and cared for at every step. Our Ways of Working Babylist is remote-first with team members across the U.S. and Canada who move fast, think smart, and use AI as part of how they work every day — not as an experiment, as an expectation. We come together twice a year to build the relationships behind the work, and we hire people who are genuinely excited about what's possible and prove it through how they show up. Why You Will Love Working At Babylist Our Culture - We work with focus and intention, then step away to recharge - We believe in exceptional management, and we invest in the tools and the time to connect with colleagues - We build products that positively impact millions of people's lives - AI is part of how we work, not a side experiment. You'll have leading tools like Claude and ChatGPT from day one, with no waiting on access, so the busywork gets handled and your judgment goes where it counts Growth & Development - Competitive pay and meaningful opportunities for career advancement - We believe technology and data can solve hard problems - We're committed to career progression and performance-based advancement Benefits - Company-paid medical, dental, and vision insurance - Retirement savings plan with company matching and flexible spending accounts - Generous paid parental leave and PTO - Winter Wonder Week: the whole company takes a paid week off at the end of the year, whether or not you celebrate anything, so everyone's out at once and comes back refreshed - Remote work stipend to set up your office - Perks for physical, mental, and emotional health, parenting, childcare, and financial planning Important NoticesRecorded Interviews. Babylist uses an interview recording tool to record and transcribe interviews for evaluation purposes in accordance with applicable privacy laws. By participating in an interview, you consent to this recording and transcription. Interview Integrity. AI is part of how we work at Babylist. We expect you to use it too. Your application and interviews should still reflect you and your own thinking. We'll tell you when AI is encouraged. Misrepresentation at any stage may result in removal from consideration for this and future roles. How We Review Applications We use AI throughout our hiring process to help review, screen, and assess applications. These tools support our team's review; they do not replace it, and every hiring decision is made by a person. Connections at Babylist. If you have a family member or close personal relationship with a current Babylist employee, please let your recruiter know. This helps us keep our process fair and transparent for everyone. Protect Yourself from Scams. All official outreach comes from the Babylist Talent Team via @babylist.com email addresses only. We will never ask for payment or personal financial information. If you receive outreach via WhatsApp, Telegram, or a non-Babylist email, it's not us. Verify open roles at babylist.com/careers.