Complex Customer Care Representative

This position is Onsite. Our office is located at 2720 N Tenaya Way Las Vegas, NV 89128.

As a Complex Customer Care Representative, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you’ll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

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 7:30am – 6:00pm PST. It may be necessary, given the business need, to work occasional overtime.  

We offer 7 weeks of training. The hours during training will be 8:00am to 4:30pm PST, Monday – Friday. 100% attendance is required. Training will be conducted on-site.

  

Primary Responsibilities:

• Handle escalated calls, resolving more complex customer issues
• Demonstrate outstanding service to identify the source of the caller’s issue and work to resolve the inquires in a timely and professional manner
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating the online member center and other websites while encouraging and reassuring them to becoming self – sufficient with our tools

  

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 years of work experience
• Must be 18 years of age OR older
• 2+ years of customer service experience in a call – center environment OR in a medical office, health care setting with analyzing and solving customer problems
• Experience with Windows PC applications – Microsoft Word (create correspondence and work within templates), Microsoft Excel (create, edit, sort, filter spreadsheets), Microsoft Outlook (email and calendar management)
• 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 7:30am – 6:00pm PST. It may be necessary, given the business need, to work occasional overtime.  

  

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Proficient in translating health care – related jargon and complex processes into simple, step – by – step instructions customers can understand and act upon
• Proficient conflict management skills including the ability to resolve stressful situation

  

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.

  

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.

  

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