Onsite Customer Service Representative - Chandler, AZ - UnitedHealth Group

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) Monday - Friday. Employees are required to work our normal business hours of 8:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2905 West Warner Road Suite 12, Chandler, AZ 85224.

We offer 1 - 2 weeks of training. The hours during training will be based off their schedule.

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

• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 

• Scheduling appointments for patients – entering and updating demographics 

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 experience

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

• 1+ years of experience in a medical environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools

• Knowledge of Medical Terminology

• Must be 18 years or older
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 1+ years prior health care experience

• Ability to type 40 wpm

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

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.

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