Lead Customer Service Representative

Lead Customer Service Representative

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.

This position is full-time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 AM – 5:00 PM, Monday – Friday. It may be necessary, given the business need, to work occasional overtime. 

We offer 3 weeks of on-the-job training. The hours of training will be 7:00AM – 3:30PM PST.  

Primary Responsibilities:

• Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists
• Monitor delegated customer service issues to ensure timely and accurate resolution
• Use appropriate communication techniques when responding to customers, particularly in stressful situations
• Inform and educate new customers regarding billing/invoicing set up and billing/payment procedures
• Place outgoing phone calls to complete follow-up on customer service requests as necessary

This role is equally challenging and rewarding. You’ll interact with customers continuously by phone and in writing. Within a high-volume setting, you’ll need to develop knowledge of our various products and multiple levels of benefits within each product to best assist our providers/customers.

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 
• Must be 18 years of age OR older
• 2+ years of customer service experience analyzing and solving customer problems OR 3+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Ability to work for the first three weeks between the hours of 07:00AM – 03:30PM PST
• Ability to work full-time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 AM – 5:00 PM, Monday – Friday. It may be necessary, given the business need, to work occasional overtime

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 receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Demonstrated ability in customer service problem resolution and relationship building
• Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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 $20 – $36 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth 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.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.