Senior Customer Service Representative - National Remote

Company: UnitedHealth Group
Location: Charlotte
Posted on: September 24, 2022

Job Description:

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Energize your career with one of Healthcare's fastest growing companies. - - You dream of a great career with a great company - where you can make an impact and help people. - We dream of giving you the opportunity to do just this. - And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. - We live for the opportunity to make a difference and right now, we are living it up. This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 5 leader. Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance. This position is full-time, Saturday to Sunday. 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 CST. It may be necessary, given the business need, to work occasional overtime. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Primary Responsibilities:

• Explain the Best Use of Benefits for Optum's Products and Services to New Home Delivery Customers
  • Speak confidently about our products and service offerings to educate on best use of benefits
  • Create a great first impression with new Home Delivery Customers
    • Interact with Confidence
    • Possess strong Navigational skills
    • Handle interactions with Efficiency
    • Provide End to end service while onboarding patients
      • If needed, make outbound calls to patients, doctors, and pharmacies to remove any barriers from obtaining requested scripts
      • Proactively provide solutions to nonstandard requests
      • Review medications and days' supply on hand to identify the proper channel for filling and eliminate the possibility of disruption of therapy
      • End to End New Member Digital Onboarding
        • Assist in setting up mobile app, email, and text alerts
        • Reset passwords and access files to eliminate need to transfer to another area
        • Demonstrate active listening and empathy in all interactions.
        • Apply knowledge and skill to utilize a breadth of resources to meet customer needs
        • Plan and prioritize work by scheduling appropriate time to follow up on non-standard customer needs; manage capacity of requests with manager
        • Ensures quality customer service for internal and external customers
        • Handles all incoming phone calls and identifies/assess customers' needs accurately and timely
        • Solves problems systematically, using sound business judgment
        • Applies appropriate communication techniques when responding to customers
        • Recommends customer service strategies and related improvements/enhancements
        • Maintains timely, accurate documentation for all phone call interactions
        • Consistently meets established productivity, schedule adherence, and quality standards
        • Seeks involvement in continuous quality and process improvement initiatives when warranted
        • Train new employees, onboarding them in technical processes, as needed. Offer them guidance to ensure they can operate at full efficiency 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 higher)
          • 3+ years of customer service experience analyzing and solving customer problems at Optum
          • Knowledgeable with computer skills including Microsoft Office programs such as Microsoft Excel (general spreadsheet navigation, data entry and sorting), Microsoft Word (creating and editing word documents) and Microsoft Outlook (email and calendar) and the ability to learn new and complex computer system applications
          • Ability to work full-time (40 hours/week) while on any of our shift schedules) Preferred Qualifications:
            • Bilingual fluency in English/Spanish Telecommuting Requirements:
              • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
              • Ability to keep all company sensitive documents secure (if applicable)
              • 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:
                • Flexible to change
                • Works independently
                • Seeks assistance as appropriate
                • May act as a resource for others
                • Ability to trouble-shoot problems
                • Demonstrates basic analytical skills
                • Ability to understand multiple products
                • Develops goals for self and monitors' progress
                • Experience navigating a computer while on the phone
                • Willing to work and contribute to a team environment
                • Ability to understand, interpret and communicate member benefits
                • Responsive to management's requests and suggestions; takes direction
                • Ability to remain focused and productive each day though tasks may be repetitive
                • Able to listen attentively on every call, to uniquely communicate individual patient best use of benefits and help to eliminate barriers to HD transition while building rapport with the patient Physical and Work Requirements:
                  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
                  • For onsite representatives - service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at Learn how Teresa, a Senior Quality Analyst, -works with -military veterans and ensures they receive the best benefits and experience possible. - Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $16.00 to $26.88. The salary range for Connecticut / Nevada residents is $16.83 to $29.66. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. Keywords: #RPO, #YELLOW

Keywords: UnitedHealth Group, Charlotte , Senior Customer Service Representative - National Remote, Accounting, Auditing , Charlotte, North Carolina