Job Description

You\xe2\x80\x99ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

At UnitedHealthcare, we\xe2\x80\x99re 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 and start doing your life\xe2\x80\x99s best work.SM

Training classes start soon - apply today!

Turn on the news on any night of the week and you\xe2\x80\x99re likely to hear about the changes that are sweeping through our health care system. It\xe2\x80\x99s dramatic. It\xe2\x80\x99s 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\xe2\x80\x99ll handle 20-40 calls per shift, always remembering to bring compassion and a sense of engagement to enhance the customer experience.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am \xe2\x80\x93 6:00pm local time zone. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of paid on-the-job training. The hours during training is to be discussed. Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group\xe2\x80\x99s Telecommuter Policy.

Primary Responsibilities:

• Must demonstrate proven ability to listen for understanding and work diligently to resolve issues
• Have the ability to articulate clearly and professionally, both verbally and in writing
• Show demonstrated history of good performance within their current role (must have achieved a \xe2\x80\x9cMeets\xe2\x80\x9d or above on most recent annual MAP review)
• Applicants must be working in current position for at least 6months, and cannot be on an active CAP
• Proven compassion and empathy toward co-workers and customers with solid results/feedback with UES/NPS Surveys
• Ability to act as technical expert and share knowledge with others in a respectful, effective way
• Have a great sense of urgency, serving our customers effectively with every interaction

Additional Senior resolution specialist/Tasks include:

• Taking escalated calls and researching/resolving escalated issues from the customer or leadership
• Supporting front-line call volumes (as needed) to help the department achieve Service Level goals
• Acting as a subject matter expert providing support on projects, process improvements, and occasional system testing
• Providing guidance to internal callers on customer issue resolution, and/or troubleshooting technical system issues for coworkers

You\xe2\x80\x99ll 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) OR equivalent work experience
• Minimum of 3+ years of combined education, work and/or volunteer experience
• Must have experience with ACET, Cirrus, BRMS for Oxford
• Ability to work full-time, Monday - Friday between 8:00am \xe2\x80\x93 6:00pm local time zone including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
• Sales or account management experience
• Customer Service Experience

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, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $18.80 - $36.78.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\xe2\x80\x99ll 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\xe2\x80\x93of every race, gender, sexuality, age, location and income\xe2\x80\x93deserves 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 \xe2\x80\x94 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

UnitedHealth Group