Customer Service Representative (Overnight) - Remote in CA

If you are located within the State of California, you will have the flexibility to telecommute* (work from home) 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.

This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our five 8-hour shift schedules during our normal business hours of 8:30pm - 5:00am PST, Monday - Friday, and 6:00am - 11:59pm PST, Weekends. It may be necessary, given the business need, to work occasional overtime, weekends, and holidays.

We offer 6 weeks of paid training. The hours during training will be 6:00am - 3:30pm PST.

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

Primary Responsibilities:

• Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs.
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
• Assist customers in navigating UnitedHealth Group websites while encouraging and reassuring them to become self-sufficient in using our tools.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.

This role is equally challenging and rewarding. You'll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you'll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.

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.
• Must be 18 years of age OR older.
• 6+ months of Call Center experience or mental health care experience.
• Intermediate to Expert in navigating Microsoft Office programs such as Excel, Word, Outlook, etc.
• Ability to work Monday - Sunday Early Morning, Afternoon, Night Shift & Weekends, and Holidays.
• Ability to work all required holidays per business need.
• Ability to work 5 eight-hour shifts (40 hours weekly) within the hours of operations of: Monday - Friday 8:30pm - 5:00am PST; Weekends: anytime between 6:00am - 11:59pm PST.

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools.
• Prior health care experience.
• Prior experience working within the mental health field.
• Prior experience working graveyard/overnight shifts.
• Prior experience working in a virtual environment.

Telecommuting Requirements:

• Reside within the State of California.
• 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:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner.
• Proficient conflict management skills to resolve issues in a stressful situation.

California Residents Only: The hourly range for this is $16.00 - $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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

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