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Senior Customer Service Representative – Any UHG Office

UnitedHealth Group

This is a Full-time position in Randolph, MN posted May 14, 2021.

This role is temporarily remote. Training is conducted virtually from your home. This role is an onsite role and once training is completed, you will transition to work in the office in the future.

Challenge can often be it’s own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. Every day, you’ll 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.

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 7:00am to 7:00pm CST, specifically hiring for the 10:30am – 7:00pm CST shift. It may be necessary, given the business need, to work occasional overtime.  You’ll enjoy the flexibility to telecommute* within 50 miles of any UHG office.

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

Primary Responsibilities:

  • Ensures quality customer service for internal and external customers
  • Handles all incoming phone calls and identifies/assess customers’ needs accurately and timely regarding potential third party liability
  • Solves problems systematically, using sound business judgment
  • Applies appropriate communication techniques when responding to customers
  • Recommends customer service strategies and related improvements/enhancements
  • Maintains timely, accurate documentation for all phone call interactions
  • Consistently meets established productivity, schedule adherence, and quality standards
  • Seeks involvement in continuous quality and process improvement initiatives when warranted

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 higher)
  • 1+ years of customer service experience analyzing and solving customer problems, OR 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
  • Proficient computer skills including Microsoft Office programs such as Microsoft Excel (general spreadsheet navigation, data entry and sorting), Microsoft Word (creating and editing word documents) and Microsoft Outlook (email and calendar) and the ability to learn new and complex computer system applications
  • Ability to work full-time (40 hours/week) while on any of our 8-hour shift schedules during business hours of 7:00am – 7:00pm CST (specifically hiring for the 10:30am – 7:00pm shift)
  • You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations
  • If you need to enter a work site for any reason, you will be required to 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 orders

Telecommuting Requirements:

  • Must reside within 50 miles of any UHG office
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Physical and Work Requirements:

  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
  • For onsite representatives – service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity

Soft Skills:

  • Ability to understand multiple products
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Experience navigating a computer while on the phone
  • Willing to work and contribute in a team environment
  • Flexible to change
  • Responsive to management’s requests and suggestions; takes direction
  • Develops goals for self and monitors progress
  • Seeks assistance as appropriate
  • Ability to trouble-shoot problems
  • Demonstrates strong written and verbal communication skills.
  • Listens effectively
  • Demonstrated ability in customer service problem resolution and relationship building
  • Demonstrates basic analytical skills

UnitedHealth 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. At this time, 90% of our non – clinical workforce transitioned to a work at home (remote) status. 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:

Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world’s 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 life’s best work.SM

Colorado Residents Only: The hourly range for Colorado residents is $15.00 to $25.19. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary,  UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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.

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