Customer Service Representative

Customer Service Representative

Improve the lives of others while caring, connecting, and growing together.

Job Number: 2371248

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start Caring. Connecting. Growing together.

In this role, you'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. Every phone call gives you that opportunity to improve the lives of our customers and exceed their expectations.

You’ll spend your day by responding to calls from our members and help answer questions and resolve issues regarding health care eligibility, claims and payments.

This position is full time, Monday
- Friday. Employees are required to have flexibility to work an 8-hour shift between 8:00 am - 5:30 pm MST. It may be necessary, given the business need, to work occasional overtime.

This will be on the job training and the hours during training will be during normal business hours, Monday
- Friday.

• Answer incoming phone calls from customers (i.e., members, providers, facilities) in a call center setting and identify the type of assistance needed (i.e., benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims information)
• Focus 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
• Deliver information and answer questions in a positive manner to facilitate strong relationships with members and providers
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and attendance

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Strong communication skills, empathy
• Critical thinking skills to problem solve and resolve customer concerns
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years of healthcare industry experience
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full time, Monday
  - Friday. Employees are required to have flexibility to work an 8‑hour shift between 8:00 am - 5:30 pm MST. It may be necessary, given the business need, to work occasional overtime.

• Call center experience
• Experience with radiology terminology

• 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 United Health Group approved high-speed internet connection or leverage an existing high-speed internet service

The hourly pay for this role will range from $16.00 - $29.00 per hour based on full‑time employment. 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). We comply with all minimum wage laws as applicable.

United Health Group 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. United Health Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.