Complex Customer Care Representative

UnitedHealth Group; Las Vegas (NV); On-site; USD 25,000 - 44,000; Full time

Benefits offered by this job

On-site

Training program

Benefits package

Job summary

UnitedHealth Group seeks a Complex Customer Care Representative to support members with health plan information and care access. You will handle escalated calls, guide customers to suitable benefits, and coordinate with providers to schedule appointments and connect them with internal specialists.

The on-site role requires a 40-hour week with potential overtime and 8-hour shifts during core hours. Training is provided on-site for seven weeks, and benefits are offered after eligibility.

Qualifications

• High School Diploma or GED required.
• 18 years of age or older.
• 2+ years of experience in customer service in a call center, medical office, or healthcare setting.
• Experience with Windows PC applications (Word, Excel, Outlook).
• Residence within commutable distance to the Las Vegas, NV office.

Responsibilities

• Handle escalated calls and resolve complex customer issues.
• Provide compassionate and empathetic support to callers.
• Educate customers about consumer-driven health care topics and plan benefits.
• Coordinate with care providers to assist with appointments or internal referrals.
• Assist customers navigating the member portal and other websites to become self-sufficient.

Skills

Customer service

Communication

Active listening

Problem solving

Education

High School Diploma / GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

This position is Onsite. Our office is located at 2720 N Tenaya Way Las Vegas, NV 89128.

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together

As a Complex Customer Care Representative, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This position is full-time on site (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 7:30 am - 6:00 pm PST. It may be necessary, given the business need, to work occasional overtime.

We offer 7 weeks of training. The hours during training will be 8:00 am to 4:30 pm PST, Monday - Friday. 100% attendance is required. Training will be conducted on-site

Primary Responsibilities:

• 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
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating the online member center and other websites while encouraging and reassuring them to become 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 equivalent years of work experience
• Must be 18 years of age OR older
• 2+ years of experience providing customer service in a call center, medical office, or healthcare environment, including analyzing customer concerns, resolving issues, and delivering effective solutions.
• Experience with Windows PC applications - Microsoft Word (create correspondence and work within templates), Microsoft Excel (create, edit, sort, filter spreadsheets), Microsoft Outlook (email and calendar management)
• Reside within a commutable distance to office 2720 N Tenaya Way Las Vegas, NV 89128
• This position is full-time on-site (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 7:30am - 6:00pm PST. It may be necessary, given the business need, to work occasional overtime. The office is located at 2720 N Tenaya Way Las Vegas, NV 89128.

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 situation

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 $18 - $32 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

#RPO #RED