Senior Customer Service Representative - Remote in CST or MST ID-1523

December 16, 2024

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 diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:30am - 5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 5 weeks of on-the-job training. The hours of the training will be 8:00am - 4:30pm CST.

If you are located in Central Standard Time zone OR Mountain Standard Time zone, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

Review and research incoming healthcare claim calls from providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Communicate and collaborate with providers to resolve issues, using clear, simple language to ensure understanding
Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality 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.

Required Qualifications:

High School Diploma / GED
Must be 18 years of age OR older
Working knowledge with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
Ability to work from Monday - Friday 8:30am - 5:00pm CST, including the flexibility to work occasional overtime as the business need

Preferred Qualifications:

1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
Health care experience

Telecommuting Requirements:

Reside within Central and Mountain Time Zones
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:

Ability to de-escalate calls, listen to customer needs and respond appropriately with compassion and empathy
Ability to multi-task for extended periods of time, including managing calls while also navigating multiple computer systems
Ability to remain organized, focused, and productive on highly detailed repetitive tasks
Excellent problem-solving skills, including the ability to independently research issues using multiple information sources

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Colorado Residents Only: The hourly range for this is $16.54 to $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

Application Deadline:  This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

Senior Customer Service Representative - Remote in CST or MST ID-1523

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