Primary Location: Draper, UT, US
(Remote considered)
Remote
Customer Service Representative – Full-Time (Telecommute Eligible)
Schedule & Work Hours:
This is a full-time position with potential shifts scheduled any day Sunday through Saturday. You will work an 8.5-hour shift, which includes:
- A 30-minute unpaid lunch, and
- Two 15-minute paid breaks
Shifts will fall within Solutran’s operational hours: 8:00 AM to 11:00 PM EST, Monday through Sunday. Specific shift assignments will be discussed during the interview process, including details about shift bids and how they may positively impact your schedule. Occasional overtime may be required based on business needs.
Training:
We offer 2 weeks of paid training, held Monday through Friday from 8:00 AM to 4:30 PM MST.
Work Location:
You’ll enjoy the flexibility to telecommute from anywhere within the United States, provided that you meet the technical and privacy requirements (see below).
Position Summary:
- Serve as a Subject Matter Expert (SME) for team members or internal customers
- Handle escalated and complex customer service calls, resolving issues in a “one and done” manner
- Identify customer needs across a range of topics such as benefits, billing, authorizations, or EOBs
- Ask appropriate questions and actively listen to understand concerns while accurately documenting information
- Coordinate with care providers to assist customers with scheduling appointments or accessing internal specialists
- Guide customers through online resources, encouraging self-service
- Take ownership of customer issues, following through to resolution in real-time or via timely follow-up
- Research and resolve complex issues using multiple databases and support resources
- Provide updates on pre-authorizations or pre-determination requests
- Consistently meet performance standards in areas such as efficiency, call quality, customer satisfaction, first-call resolution, and attendance
Required Qualifications:
- High School Diploma or GED
- 18 years of age or older
- Proficiency with Windows PC systems and the ability to quickly learn new applications
- Successful completion of required customer service training, with demonstrated understanding of course content
- Flexibility to work any 8.5-hour shift within operational hours (including unpaid lunch and paid breaks), and to work occasional overtime as needed
Preferred Qualifications:
- 1+ year of experience in a Customer Service role, call center, or office environment
- Strong communication and problem-solving skills
Telecommuting Requirements:
- A dedicated, private workspace that ensures information privacy
- Ability to secure and protect company-sensitive information
- Must have or be able to obtain a UnitedHealth Group-approved high-speed internet connection
Important information:
“UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.“
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