Customer Service Representative

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Customer Service Representative (1063083)

Customer Service Representative (

1063083 )

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 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity 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 7:00 am - 7:00 pm and Saturdays (on rotation) between 7:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 3 weeks of paid training. The hours during training will be 9:00 am to 5:30 pm EST, Monday
- Friday.
Training will be conducted virtually from your home.

Watch this video to understand the expectations of being a remote worker with United Healthcare.

Primary Responsibilities:

• Handle outbound calls to health care providers (i.e. physician offices, clinics) and insurance companies to identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
• 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 providers and their staff
• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends

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:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• Ability to successfully complete Customer Service training classes, complete all class assessments with a passing score, and demonstrate proficiency of the material
• Ability to make outbound calls as needed
• Ability in using computer and Windows PC applications, which includes strong navigation skills and learning new and complex computer system applications
• Ability to work 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 7:00 am - 7:00 pm and Saturdays (on rotation) between 7:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime or weekends

Preferred Qualifications:

• 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
• Experience handling incoming and outgoing phone calls
• Pharmacy experience

Telecommuting Requirements:

• 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…