Senior Customer Service Representative

If you are located within Mainland USA, 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.

We are excited to announce an internal mobility opportunity for Client Services- Senior Customer Service Representative, supporting the New York City Health & Hospitals client scope.

The ideal candidate brings a passion for service excellence, mentoring, and supporting the client services team with service recovery and client communications. This role requires a focus on continuous improvement, consistent feedback, and a commitment to developing high-performing teams.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm EST including weekends. It may be necessary, given the business need, to work occasional overtime. Final shift assignments will be provided after training and may vary based on business needs.

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

Primary Responsibilities:

• Provide guidance to team members due to client complaints
• Strong coaching and guidance skills to support the process
• Effective communication across diverse situations
• Adaptability in fast-paced environment
• Encouragement and motivation to help agents thrive

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 or older
• 1+ years of experience scheduling patient appointments in a call center or high-volume call environment
• 6+ months of experience within the New York City Health and Hospitals team and demonstrating performance success.
• Proficient with Microsoft Office Suite
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm EST including weekends. It may be necessary, given the business need, to work occasional overtime. Final shift assignments will be provided after training and may vary based on business needs.

Preferred Qualifications:

• Bilingual fluency in English and Spanish
• Familiarity with healthcare terminology and benefit structures.
• Understanding of HIPAA and other regulatory requirements.

Telecommuting Requirements:

• Reside within Mainland USA
• 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:

• Strong interpersonal and active listening skills.
• Detail-oriented with effective written communication.
• Ability to learn and navigate complex computer systems.
• Professional, courteous, and cooperative demeanor.
• Ability to troubleshoot and follow up on customer issues

Physical and Work Environment:

• Remote work environment.
• Prolonged periods of sitting.
• Extensive use of phone and computer systems, including the ability to multitask across dual monitors.

*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 $17.74 - $31.63 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.

OptumCare 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.

OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.