Virtual Visit Specialist

This position is Remote in CST or MST. 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.

The House Calls Virtual Visit team is responsible for ensuring members and practitioners can connect with their technology to successfully complete Virtual Visits. Virtual Visit Specialists (VVS) work with members over phone and video, prior to the Virtual Visit, to ensure they can connect the technology. VVS supports practitioners with trouble shooting the technology. They also and provide additional member and provider support.

Virtual Visit Specialists place outbound calls manually and via an auto-dialer and receive inbound calls, in a call center environment. To help the member connect for the visit, Virtual Visit Specialists also interact with members and practitioners over video camera.

This position is full-time Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST.

We offer 2-3 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home.

• Place outbound calls to members to perform virtual visit technology setup, validation, and troubleshooting
• Answer inbound calls from members and practitioners regarding issues with technology
• Interact with members over video/camera calls
• Support members who need assistance accessing their post-visit digital member materials
• Assist collaborating providers with accessing systems
• Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs
• Escalate issues when defined by protocols
• Demonstrate patience, active listening, and empathy in all interactions
• Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation
• Control the interaction to ensure each member issue is handled completely and efficiently
• Meets key performance goals established including quality and attendance
• Maintain confidentiality and adhere to HIPAA requirements
• Navigate and document in multiple systems while speaking with members telephonically and over video
• Consistently meets metrics, for quality, productivity, and outcomes
• Consistently maintains schedule adherence and good attendance
• Other duties, as assigned

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age OR older
• 1 + years of telephonic customer service experience or in-person customer service experience, handling moderate to complex transactions
• Experience in dealing with the senior/Medicare population
• Experience with Microsoft Office software including Microsoft Word, Microsoft Excel (create, edit, save documents and spreadsheets) and Microsoft Outlook (email and calendar management)
• Knowledge of smart device (phone and tablet) setup and troubleshooting
• You will be required to adhere to United Health Group's US Telecommuting Policy
• Ability to work full-time Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST.

• Experience successfully working as a telecommuter
• Experience with Salesforce

• Reside within Central or Mountain Time Zone
• 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…