Customer Service Representative

UnitedHealth Group; Torrance (CA); Remote; USD 22,000 - 40,000; Full time

Job summary

UnitedHealth Group is hiring for a remote, full-time call center role in California. You will handle incoming calls from members, providers, and facilities, resolving questions about benefits, eligibility, billing, and claims, all from a home office.

The position follows a Monday–Friday schedule with 8-hour CST shifts between 7:00am and 7:00pm, with potential overtime. Comprehensive training is provided to ensure proficiency and success in a fast-paced environment.

Qualifications

• 1+ years of experience in a related environment (call center, customer service) using phones and computers.
• Ability to complete Customer Service training classes and demonstrate proficiency.
• Ability to work full time Monday–Friday with 8-hour shifts 7:00am–7:00pm CST and possible overtime.

Responsibilities

• Answer incoming phone calls from members, providers, and facilities in a call center setting.
• Identify the type of assistance needed and resolve issues on the first call when possible.
• Deliver information clearly to employees and providers to build trust.
• Ask questions, listen actively, and document information in computer systems.
• Research issues across multiple databases and escalate when needed.
• Meet performance goals for efficiency, call quality, customer satisfaction, and attendance.

Skills

Active listening

Empathy

Communication

Multi-tasking

Problem solving

Customer service

Education

High School Diploma or GED

Tools

Windows PC applications

Job description

This position is Remote in California. You will have the flexibility to work remotely* as you take on some tough challenges.

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 full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:30am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 3 weeks of paid training. The hours during training will be 10:30am to 7:00pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Answer incoming phone calls from customers (i.e. members, providers, facilities) in a call center setting and identify the type of assistance needed (i.e. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims information)
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
• 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 and/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

This role is equally challenging and rewarding. You'll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you'll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.

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
• Must be 18 years of age OR older
• 1+ years of experience in a related environment (i.e. call center, customer service, office etc.) using phones and computers as the primary job tools
• Familiarity with computer and Windows PC applications, which includes 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 Monday - Friday. 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

Preferred Qualifications:

• Health care experience
• Call center experience

Telecommuting Requirements:

• Must reside in the state of California
• Ability to keep all company sensitive documents secure (if applicable)
• Required to 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 a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

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

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

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 salary for this role will range from $16- $29 hourly 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

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.

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