Senior Customer Service Representative - Remote in EST

Lensa; Hartford (CT); Remote; Full time

Job summary

A leading company is seeking a Senior Customer Service Representative to join their remote team. The role involves making outreach calls, providing compassionate support to patients, and resolving issues effectively. This full-time position offers flexible shifts and requires a high school diploma or equivalent experience. Comprehensive benefits are included, emphasizing the company's commitment to diversity and a drug-free workplace.

Benefits

Comprehensive health coverage

Incentives

Stock purchase options

401k plan

Qualifications

• At least 1 year of experience in customer service or call center role.
• Proficiency with computers and ability to learn new systems.

Responsibilities

• Make outreach calls to schedule appointments with eligible members.
• Provide support regarding the Program and Annual Wellness Visit.
• Resolve patient issues in real-time or through follow-up.

Skills

Multitasking

Compassionate support

Problem-solving

Education

High School Diploma / GED

Tools

Windows applications

Job description

Senior Customer Service Representative - Remote in EST

Join our team as a Senior Customer Service Representative, working remotely within the Eastern Time Zone. This full-time position offers 40 hours per week, Monday through Friday, with flexible shifts during our business hours of 8:30am - 5:00pm or 9:00am - 5:30pm EST. Occasional overtime may be required. Training will be provided on a schedule aligned with your availability. The office is located at 3 Farm Glen Blvd, Farmington, CT, with some mandatory in-person meetings and training sessions throughout the year.

Primary Responsibilities

• Make outreach calls to eligible members and schedule appointments with our ENPs under the guidance of the Program Manager.
• Provide compassionate support to patients regarding the Program and their Annual Wellness Visit, aiming for 50-80 outbound calls daily.
• Answer incoming calls, retrieve voicemails, and determine the assistance needed.
• Resolve patient issues in real-time or through thorough follow-up.
• Research complex issues using multiple databases and collaborate with support resources or team members to resolve escalated issues.
• Achieve performance metrics related to call volume, quality, patient satisfaction, and attendance.

Minimum Qualifications

• High School Diploma / GED or 10+ years of equivalent experience.
• Must be 18 years or older.
• At least 1 year of experience as a Customer Service Representative or in a similar office or call center role.
• Proficiency with computers and Windows applications, with the ability to learn new systems.
• Availability to work full-time during standard business hours, with flexibility for occasional overtime.

Preferred Qualifications

• Ability to multitask and understand multiple products and benefits.
• Flexibility to work scheduled shifts, including overtime and weekends if necessary.
• Self-motivated and capable of working independently.

Telecommuting Requirements

• Reside within the Eastern Time Zone.
• Maintain a secure and private work environment with a dedicated workspace.
• Have access to high-speed internet that meets company standards.

The hourly pay range is $16.88 to $33.22, based on experience and market factors. Benefits include comprehensive health coverage, incentives, stock purchase options, and a 401k plan. UnitedHealth Group is committed to diversity, equity, and inclusion, and is an equal opportunity employer. We also promote a drug-free workplace, requiring candidates to pass a drug test prior to employment.