Title: Customer Service Representative
Requisition number: 2361448
Job category: Customer Services
Primary location: Dallas, TX
Additional locations: Phoenix, Arizona | Hartford, Connecticut | Tampa, Florida | Minneapolis, Minnesota
Overtime status: Non-exemptTravel: No
Job Description:
This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
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 7:00am - 7:00pm Central. It may be necessary, given the business need, to work occasional overtime and weekend/holidays.
We offer 5-6 weeks of paid training. The hours during training will be 7:00 am to 3:30 pm, Monday - Friday. Training will be conducted virtually from your home.
Primary Responsibilities:
- Handle incoming and outgoing phone calls 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
- Assist callers in navigating the portal while encouraging and reassuring them to become self-sufficient in using our tools
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Special projects, initiatives, and other job duties as assigned
- Meet departmental standards for production and quality
- Meet departmental standards for schedule adherence
- Participate in training and self-development opportunities when appropriate
- Demonstrate a cooperative, positive attitude in the workplace
- Perform all other duties as deemed appropriate to provide customer service
- Efficient use of call handling best practices designed to ensure accurate and consistent call responses
- Launch outbound calls as appropriate
- Policy/process identification and improvement
- Ongoing quality improvement for Veteran and Provider interactions
- Providing Excellent Customer Care to our Veterans and Providers
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.
Required Qualifications:
- High School Diploma / GED or equivalent work experience
- Must be 18 years of age or older
- 1+ years of experience in a related environment (i.e. call center, customer service, office 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
- If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a confidential / Secret or Top Secret security clearance as a condition of your employment.
- United States Citizenship
- Ability to work 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 7:00am - 7:00pm Central. It may be necessary, given the business need, to work occasional overtime and weekend/holidays
Preferred Qualifications:
- Ability to create, copy, edit, save, and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook
- Experience working in the Healthcare Industry
- Experience working in a call center environment
- Experience working in a virtual setting
Telecommuting Requirements:
- 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:
- Ability to work independently
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.
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.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
