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.
Job Description
We are seeking an experienced call center agent with a minimum of six months in a customer facing role to handle both inbound and outbound calls resolve customer queries and deliver exceptional service you will engage with customers across areas such as support technical assistance sales or billing ensuring adherence to performance and quality standards
Primary Responsibilities:
- Customer interaction: Manage high volumes of inbound and outbound calls
- Issue resolution: Address concerns related to products services orders or accounts promptly
- Documentation: Accurately log interactions and transactions using scheduling systems
- Performance metrics: Meet KPIs example, call handling, Quality, after call documentation CES scores etc
- Escalation handling: Route complex issues to specialized teams while maintaining communication
- Product knowledge: stay updated on company offerings to provide accurate information
- Compliance: Follow scripts protocols and data security guidelines
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so.
Qualifications - External
Required Qualifications:
- Experience in a call center environment or customer service role
- Problem solving: Demonstrated ability to troubleshoot and escalate conflicts
- Time management: Demonstrated ability to prioritize tasks in a fast-paced environment
- Communication: Proven clear verbal and written skills, active listening and empathy
- Adaptability: Proven comfortable with changing workflows and new tools
Preferred Qualification:
- Education: Any Degree / Graduation
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.
Skills Required
- Minimum six months customer-facing or call center experience
- Experience in a call center environment or customer service role
- Demonstrated problem solving and ability to troubleshoot and escalate conflicts
- Time management and ability to prioritize tasks in a fast-paced environment
- Clear verbal and written communication, active listening, and empathy
- Adaptability to changing workflows and new tools
- Accurately document interactions and transactions using scheduling systems
- Meet performance metrics (call handling, quality, after-call documentation, CES scores)
- Follow scripts, protocols, and data security guidelines
- Education: Any Degree / Graduation
Optum Compensation & Benefits Highlights
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Healthcare Strength — Health coverage offers copay and HSA medical options with dental, vision, company‑paid life and disability, and free or low‑cost virtual visits. Feedback suggests the offering is comprehensive and competitive on paper.
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Parental & Family Support — Time off and family supports include PTO, eight paid holidays plus a floating day, six weeks paid parental leave, up to two weeks paid caregiver leave, Bright Horizons back‑up care, and adoption assistance up to $10,000. Feedback suggests these resources are meaningful for caregivers and family needs.
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Retirement Support — Savings programs include a 401(k) with employer match (after one year, vesting after two) and a 10%‑discount Employee Stock Purchase Plan. These programs bolster long‑term financial security when combined with other savings resources.
Optum Insights
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
