Bilingual English / Spanish 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.

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you’re fluent in English and Spanish, we can show you how to put all your skills, your passions and your energy to work in a fast – growing environment.

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.  

The Bilingual Customer Service Representative position is full-time based on an anticipated schedule of (40 hours / week), Sunday – Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 5:00AM – 11:00PM local time, with set break and lunch times.  During peak season and when deemed necessary for business needs, you will be required to work occasional overtime including a 6th day and one (1) weekend day shift.

We offer 3 – 4 weeks of paid training where 100% attendance is required. The hours during training will be Monday-Friday at 8:00 AM – 5:00 PM CST with break and lunch times set by the business. Training will be conducted virtually from your home; being on camera will be required 100% during training and as requested by leadership. When on camera, you must be visible from your shoulders up.

Shift bids (schedule reassignments) occur 1-2 times per year, depending on business needs. During the shift bid process, your schedule will change. You will have the option to rank your preferred schedules, and the awarded schedule will be determined based on individual performance and metric ranking.

For more information on a day in the life of a Customer Service Representative please review this link: Day In the Life of Customer Service V2 For Interviews – (kaltura.com)

Primary Responsibilities:

• Respond to 60 – 80 incoming calls from customers inquiring about home delivery pharmacy or pharmacy benefits
• Ask appropriate questions and listen actively while documenting required information in computer systems
• Occasionally make outbound calls to customers for follow – ups

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 of age OR older
• 1+ years of customer service experience
• Bilingual fluency in English and Spanish
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Basic knowledge of Microsoft Office: Microsoft Word (ability to open and navigate a word document) and Microsoft Excel (ability to open and navigate a spreadsheet)
• Ability to attend 3 – 4 weeks of training with 100% attendance and ability to be on camera throughout the duration of training
• Ability to work any of our 8-hour shift schedules during our normal business hours Sunday – Saturday 5:00am – 11:00pm local time including weekends

Preferred Qualifications:

• Call Center experience
• Experience with a virtual learning environment
• Experience in working with Digital platforms and systems (Web, Chat, Email)
• Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design)

Telecommuting Expectation:

• 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 there is a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
• Must be able to connect directly into internet – via hard wire (either directly to modem or router)
• Appear on camera as requested during training, team meetings, etc.
• Telecommuter work is limited to the address provided as part of the Telecommuter Agreement.
• Telecommuting is not to be used as a substitute for childcare or dependent care. To dedicate full attention to work duties, employees must establish or continue regular child or dependent care arrangements while telecommuting.

Soft Skills:

• Ability to work in a fast-paced work environment
• Anticipate taking a minimum of 50+ calls daily

Physical and Work Environment:

• Frequent speaking, listening using a headset, sitting, using hands / fingers across keyboard or mouse, long periods working at a computer
• Appear on camera during training 100% and as requested beyond training

*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 $16.00 – $27.69 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 the 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.

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