Customer Service Representative - Railroad

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. 

At UnitedHealthcare, we’re 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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together

The world is a more interesting place when you can see it through someone else’s eyes. Bring your empathy and compassion to a role that will bring out your best every day. UnitedHealthcare, part of the UnitedHealth Group family of businesses, can provide you with some of the best training and tools in the world to help build relationships and serve our existing and new customers. You’ll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you’ll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity. Join us and discover how you can take your career to a new level.

This position is full-time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule during our normal business hours of 7:50 am - 8:05 pm EST. This will be a rotating shift working EST hours. It may be necessary, given the business need, to work occasional overtime.

07:50 AM - 4:20 PM
09:20 AM - 5:50 PM
11:00 AM - 7:30 PM
08:20 AM - 4:50 PM
08:50 AM - 5:20 PM
10:05 AM - 6:35 PM
11:35 AM - 8:05 PM 

We offer 18 weeks of training. The hours during training will be 8:00 am - 4:30 pm EST, Monday - Friday. No PTO during training. 100%25 attendance is required. Training is on-camera. 

Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.

Primary Responsibilities:

• Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor’s offices) on behalf of the customer 
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools  

This role is equally challenging and rewarding. You’ll be spending long periods of time on the phone and called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

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 
• 2+ years of customer service OR relevant experience analyzing and solving issues / concerns 
• This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods 
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work a rotating 8-hour shift schedule during our normal business hours of 7:50 am - 8:05 pm EST from Monday - Friday. This will be a rotating shift working EST hours. It may be necessary, given the business need, to work occasional overtime. 

Preferred Qualifications: 

• Sales OR account management experience
• 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) 

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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload.  Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.) 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.