Senior Customer Service Representative – National Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

As a Senior Customer Service Representative, you’ll provide our brokers with the necessary information they need to better assist their clients. Every day, you’ll help brokers, in a compassionate and empathetic manner, providing guidance, support, and resolving issues. You have the opportunity to exceed expectations and improve the lives of our brokers and members every day. 

This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the brokers portal, commissions, and client concerns. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller. 

This is a full-time position Monday-Friday. Employees must have flexibility to work any of our 8-hour shift schedules, as shift assignments will be based on business needs. 

08:30AM-05:00PM CST 

08:45AM-05:15PM CST 

09:00AM-05:30PM CST 

09:30AM-06:00PM CST

We offer 8 weeks of training. The hours during training will be 8:00am to 5:00 pm EST (time is subject to change), Monday – Friday.  Training will be conducted virtually from your home. 

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:  

• Take inbound broker calls and provide accurate, satisfactory answers to their queries and concerns.  
• Provide quality customer service through listening to and addressing brokers needs and/or issues. 
• Research complex issues across multiple databases and work with support resources to resolve broker issues and/or partner with other departments to find a resolve.  
• Answer questions regarding their client’s policies 
• Provide one call resolution. 
• Assist brokers with their contracting needs including compensation. 
• Guide brokers through navigating the broker store. 
• Educate brokers on the products we offer. 
• Occasionally make follow-up outbound calls. 
• De-escalate situations  

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. 
• 2+ years of call center and/or customer service experience. 
• Experience with Microsoft Excel (creating spreadsheets), Microsoft Word (creating documents) and Microsoft Outlook (drafting emails, calendar management). 
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications. 
• This is a full-time position Monday-Friday. Employees must have flexibility to work any of our 8-hour shift schedules, as shift assignments will be based on business needs. 08:30AM-05:00PM CST, 08:45AM-05:15PM CST, 09:00AM-05:30PM CST, 09:30AM-06:00PM CST

Preferred Qualifications:  

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design) 
• Experience with FACETS 

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.

*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.

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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