Senior Customer Service Representative

Requisition Number: 2366581
This position is Remote in the state of AZ. 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.
This position is full-time, Monday - Friday. Employees are required to work an 8-hour shift during our normal business hours of 8:00 AM - 5:00 PM MST. It may be necessary, given the business need, to work occasional overtime
We offer 3 - 4 weeks of paid on-the-job training. The hours during training will be 8:00 AM - 5:00 PM, MST from Monday - Friday.
Primary Responsibilities:

• Answer Customer Service Representatives' questions regarding policies and procedures.
• Assist the floor and be available to handle various escalated calls and / or issues.
• Hold team members accountable and facilitate coaching's and one on ones.
• Communicate procedural changes and guidelines to department staff.
• Work with Supervisor to sustain high associate morale and motivation.
• Acts as a facilitator to resolve conflicts on the team; ensure accurate and timely communication of issues to Management.
• Assist with improving service levels and monitor queues to ensure the department is appropriately staffed.
• Assist with monitoring and communicating metrics.
• Perform other duties as assigned.

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 experience
• Must be 18 years of age OR older
• 1+ years Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role
• Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work an 8-hour shift schedule during our normal business hours of 8:00 AM - 5:00 PM MST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime

Telecommuting Requirements:

• Reside within the state of AZ
• 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:

• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over - time and / or weekends, as needed

*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 $18 - $32 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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