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Customer Service

Company: UnitedHealth Group
Location: Draper
Posted on: June 6, 2021

Job Description:

**If you are located in the Draper, UT area, you will have the flexibility to telecommute (work from home) 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 10 leader.

Op **t** um 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.

As a **Senior Customer Service Representative** , you'll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you'll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

This position is full-time (40 hours/week) Friday - Tuesday. Employees are required to have flexibility to work any of our 8-hour shift schedules during evening hours of (5:00pm - 3:30am). It may be necessary, given the business need, to work occasional overtime. Our office is located at 12921 South Vista Station Draper, Utah.

**Primary Responsibilities:**

+ Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers

+ Handle escalated calls, resolving more complex customer issues

+ Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner

+ Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

+ Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools

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) OR 10+ years of equivalent working experience

+ 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems

+ Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications

+ All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material

+ Must be able to commute to office location in Draper, UT if needed.

+ 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

+ If you need to enter a work site for any reason, you will be **required** to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

**Preferred Qualifications:**

+ Prior health care experience

+ Knowledge of billing/finance and eligibility processes, practices and concepts

**Soft Skills:**

+ Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner

+ Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

+ Proficient conflict management skills including the ability to resolve stressful situations

**UnitedHealth Group is an essential business.** The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

**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**

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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, health care, office, phone support, training class, SME, Senior, SR, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #rpo

Keywords: UnitedHealth Group, Draper , Customer Service, Other , Draper, Utah

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