Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Customer Service Representative will investigate and resolve caller questions and issues, coordinate resources, provide solutions, and document interactions while supporting health care and health plan needs.
Responsibilities
- Demonstrate understanding of internal / external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
- Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
- Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
- Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
- Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
- Utilize appropriate knowledge resources to drive resolution of applicable questions / issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)
- Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
- Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
- Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
- Drive resolution of caller questions / issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
- Ensure proper documentation of caller questions / issues (e.g., research conducted, steps required, final resolution)
Skills
- • High School Diploma / GED OR equivalent work experience
- • Must be 18 years of age OR older
- • 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
- • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- • Health care experience with primary / specialty appointments OR health plans
- • Ability to work during our normal business hours of 8:00 am - 5:00 pm PST from Monday-Friday. It may be necessary, given the business need, to work occasional overtime
- • Reside within Eastern, Central or 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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)
- • All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
- • Bilingual fluency in English and Spanish
- • Experience working in EPIC system
- • Experience working in a remote position
Benefits
- This position is Remote in Eastern, Central, and Mountain Time Zones. You will have the flexibility to work remotely.
- We offer 2 weeks of paid training. The hours during training will be 8:00am to 5:00pm PST, Monday - Friday. Training will be conducted virtually from your home.
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
Company Overview
Company H1B Sponsorship