UnitedHealthcare Hiring for Division of UnitedHealth Group Job at Customer Service Representative, Lead – National Remote Full Time

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 can definitely 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 function supports the inbound team, Optum Care Connections, assigns tasks out to advocates, checks on escalations that come through email box, monitors chats, reviews/updates processes as changes are made, help with where needs are, lots of operational work, monitor real time adherence, leads huddles, relays info to advocates, puts together job aides, assists on training, supports quality initiatives, average handle time, and KPIs. Needs to be organized and flexible.

This position is full-time, Monday – Friday. Employees are required to have the flexibility to work any 8-hour shift schedule within our normal business hours of 6:00am – 6:00pm MST.

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Extensive work experience, possibly in multiple call center functions.
• Works independently.
• Responsible for providing business support to Supervisors managing teams of 10+
• Acts as a resource for others – Coordinates team activities.
• Communicate effectively (verbally, nonverbally, and written) and utilize excellent listening skills to anticipate and identify customer/client needs.
• Drive performance KPIs related to department goals and objectives
• Applies knowledge/skills to complex scenarios.
• Responsible for driving team performance and engagement through multiple communication channels.
• Demonstrates a depth and breadth of knowledge/skills. Often acts as a resource to support staff.
• Anticipates customer needs and proactively identifies solutions.
• Solves complex problems on own; proactively identifies new solutions.
• Plans, prioritizes, organizes, and completes work to meet established objectives.
• Acts as a facilitator to resolve conflicts on team including, but not limited to own areas of responsibilities.
• Conduct continuous coaching to drive performance improvement within action plan in place and drive error reduction related to team performance.
• Call Center Operations knowledge.
• HealthCare Experience Preferred, but not required

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 equivalent work experience
• 3+ years of customer service experience analyzing and solving customer problems OR 3+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Demonstrated ability in customer service problem resolution and relationship building
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any 8-hour shift schedule within our normal business hours of 6:00am – 6:00pm MST

Preferred Qualifications:

• Healthcare experience

Telecommuting Requirements:

• 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)
• Reside 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 multi-task including ability to understand multiple products and multiple levels of benefits within each product

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 https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

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 $18.17 – $32.26. The salary range for Connecticut / Nevada residents is $20.00 – $35.53. 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.

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