Customer Service Representative - Remote at UnitedHealth Group Phoenix, AZ

Job Overview

Position is full-time (40 hours per week) Monday - Friday. Employees may be required to work any 8-hour shift schedule within 8:00am to 5:00pm PST, with occasional overtime as needed. This role is remote for employees located in PST, MST, or CST, with 3-6 weeks of training followed by permanent employment.

• Answer 30-50 incoming phone calls per day, per team from customers and identify the type of assistance the customer needs as well as making outbound calls to customers regarding medical referrals.
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
• Assist customers with obtaining prescribed medical equipment and supplies.
• Verify insurance eligibility and benefit coverage, and obtain insurance authorization.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and partner with others to resolve escalated issues.

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 1+ years of experience working in customer service in a call center environment.
• Experience with computers and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
• Ability to work an 8-hour shift schedule during normal business hours (8:00am - 5:00pm PST), with occasional overtime as needed.

• Health care/insurance experience.

• Reside within Pacific Time Zone, Mountain Time Zone, or Central Time Zone.
• Keep all company sensitive documents secure (if applicable).
• Have a dedicated work area separated from other living areas, ensuring privacy.
• Live in a location that can receive United Health Group approved high-speed internet or leverage existing high-speed internet service.

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner.
• Proficient conflict management skills to resolve issues in a stressful situation.

• Hourly range: $16.00 to $28.85 per hour, based on full-time employment.
• Benefits include a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (subject to eligibility requirements).

Optum Care is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Candidates are required to pass a drug test before beginning employment.