Job Description

Energize your career with one of Healthcares fastest growing companies.
You dream of a great career with a great company &ndash where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, its a dream that definitely can come true. Already one of the worlds leading Healthcare companies,

UnitedHealth Groupis restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.
This opportunity is with one of our most exciting business areas
Optum&ndash a growing part of our family of companies that make

UnitedHealth Groupa Fortune 10 leader.

Optumhelps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.
As a

Senior Customer Service Representative, youll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, youll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

Primary Responsibilities
* Handle escalated calls, resolving more complex customer issues
* Demonstrate outstanding service to identify the source of the callers issue and work to resolve the inquires in a timely and professional manner
* Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
* Contact care providers (doctors offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
* Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools
* This role is equally challenging and rewarding. Youll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. Youll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Youll 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 higher)
* 6 months of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
* Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
* Must live within 60 miles of Cypress, CA
* If you need to enter a work site for any reason, you will be

requiredto screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking ordersPreferred Qualifications
* Prior health care experience
* Knowledge of billing/finance and eligibility processes, practices and concepts

Soft skills
* Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
* Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
* Proficient conflict management skills including the ability to resolve stressful situationsUnitedHealth Group is an essential business.The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at:https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

Careers with Optum.Heres the idea. We built an entire organization around one giant objective make the health system work better for everyone. So when it comes to how we use the worlds large accumulation of health – related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do

your lifes best work.SM

Diversity creates a healthier atmosphereUnitedHealth 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 Groupis a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords:customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, health care, office, phone support, training class, SME, Senior, SR, hiring immediately, #rpo

Requisition Number:934996

Business Segment:Optum Health Services

Employee Status:Regular

Job Level:Individual Contributor

Travel:No

Country:US

Overtime Status:Non-exempt

Schedule:Full-time

Shift:Day Job

Telecommuter Position:No