Customer Service Representative

UnitedHealth Group; Minneapolis (MN); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading health organization is seeking a Remote Customer Service Representative in Minnesota. The role involves answering calls, resolving issues empathetically, and requires strong communication skills. Candidates must have a High School Diploma/GED and 1+ years of related experience. This full-time position offers competitive pay and a comprehensive benefits package.

Benefits

Comprehensive benefits

Paid training

401k contribution

Qualifications

• 1+ years of experience in a related environment (call center, customer service, office).
• Familiarity with computer and Windows PC applications.
• Ability to complete Customer Service training classes.

Responsibilities

• Answer incoming calls to identify assistance needed.
• Resolve issues on the first call and document information.
• Research complex issues across databases.

Skills

Customer service experience

Critical thinking

Communication skills

Empathy

Multi-tasking

Education

High School Diploma / GED

Tools

Windows PC applications

Job description

Overview

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 Remote in MN, IA, ND, SD, WI. You will have the flexibility to work remotely as you take on some tough challenges

Location & remote work: This position is remote in Minnesota, Iowa, North Dakota, South Dakota, or Wisconsin with the flexibility to work remotely.

This role will empower you to compassionately deliver an exceptional experience to between 30 - 40 callers per day, always remembering there is a real person on the other end of the phone seeking help, guidance, and support. You will respond to calls from members and help answer questions and resolve issues regarding health care eligibility, claims and payments. You will strive to provide an integrity-driven, best-in-class customer service experience to make customers feel better after talking with you.

This position is full time, Monday - Friday. Employees must have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. Work hours are within the Central Time Zone. Occasional overtime may be necessary.

We offer 8 weeks of paid on-the-job training. The hours during training will be 8:00 am - 5:00 pm CST from Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities

• Answer incoming phone calls from customers (members, providers, facilities) in a call center setting and identify the type of assistance needed (benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims information)
• Focus on resolving issues on the first call, navigate complex computer systems to identify the status of the issue and provide an appropriate response
• Deliver information and answer questions in a positive manner to facilitate strong relationships with members and providers
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues or partner with others to resolve escalated issues
• Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, and attendance

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.

Qualifications

• High School Diploma / GED
• Must be 18 years of age or older
• 1+ years of experience in a related environment (call center, customer service, office, etc.) using phones and computers as the primary job tools
• Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work full-time 8-hour shift schedules during normal business hours (8:00 am - 5:00 pm CST) from Monday - Friday, including occasional overtime

Preferred Qualifications

• Health care experience
• Call center experience

Telecommuting Requirements

• Reside within the state of Minnesota, Iowa, North Dakota, South Dakota, or Wisconsin
• Ability to keep all company sensitive documents secure (if applicable)
• Must 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 UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Ability to multi-task and understand multiple products and levels of benefits within each product
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Strong communication skills and empathy
• Critical thinking skills to problem solve and resolve customer concerns

*All employees working remotely will be required to adhere to UnitedHealth Group\'s Telecommuter Policy

Pay is based on factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to salary, benefits include a comprehensive package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility). The hourly pay range for this role is $16.00 - $27.69 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. We are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.

UnitedHealth Group is an Equal Employment Opportunity employer. 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.

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