Facility Customer Care Agent

Telehealth Customer Service Representative

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 9:30am - 6:00pm. It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment.

Primary responsibilities include:

• Handling incoming phone calls from members and providing assistance with inquiries such as billing, payments, and enrollments.
• Focusing 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
• Delivering information and answering questions in a positive manner to facilitate strong relationships with insured members, brokers, and group administrators
• Completing the documentation necessary to track issues and facilitate the reporting of overall trends

This role is equally challenging and rewarding. You'll interact with callers with the intent to develop a relationship with them. Within a high-volume setting, you'll need to develop knowledge of our various products and procedures within each line of business to best assist our callers.

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 include:

• 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
• 1+ years of experience working in healthcare
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work Monday- Friday, 09:30AM - 06:00PM CST, with flexibility per business needs

Preferred qualifications include:

• Call Center experience

Telecommuting requirements include:

• 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 include:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Skilled in problem solving to quickly assess current state and formulate recommendations.

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 hourly pay for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.