UnitedHealth Group Customer Service Representative Lead – National Remote in Hartford, Connecticut

April 14, 2024

Job Description


You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s challenging. And addressing the challenges is being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our members. You’ll handle 50-70 calls per shift, always remembering to bring compassion and a sense of engagement to enhance the customer experience.

This position is full-time, Monday – Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

  • Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists

  • Monitor delegated customer service issues to ensure timely and accurate resolution

  • Use appropriate communication techniques when responding to customers, particularly in stressful situations

  • Inform and educate new customers regarding billing/invoicing set up and billing/payment procedures

  • Place outgoing phone calls to complete follow-up on customer service requests as necessary

  • This role is equally challenging and rewarding. You’ll interact with customers continuously by phone and in writing. Within a high volume setting, you’ll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.

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

  • 3+ years of customer service experience analyzing and solving customer problems OR 3+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties

  • Must be 18 years of age OR older

  • Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product

  • Demonstrated ability in customer service problem resolution and relationship building

  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

  • Ability to work our normal business hours of 8:00am – 5:00pm.

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.

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $19.47 – $38.08 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment .

#RPO #GREEN









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