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

**OptumRx** is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation, and performance. Join us and start doing **your life’s best work.** **SM**

As a **Senior Customer Service Advocate** , you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to incoming 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.

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with ‘SCA’ must support a government Service Contract Act (SCA) agreement.

+ Extensive work experience within own function.

+ Work is frequently completed without established procedures.

+ Works independently.

+ May act as a resource for others.

+ May coordinate others' activities.

+ Extensive work experience within own function.

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime and weekends (up to 10 hours required of overtime during peak).

We offer 4 – 6 weeks of on-the-job training. The hours during training will 7:00am to 7:00pm CST, Monday - Friday.

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

**Primary Responsibilities:**

+ Serve as a resource or Subject Matter Expert for team members or internal customers

+ Handle escalated calls, resolving more complex customer issues

+ Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner

+ Help guide and educate customers about the fundamentals and benefits of consumer-driven health care 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 to assist with appointment scheduling or connections with internal specialists for assistance

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

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 years of work experience

+ Must be 18 years of age OR older

+ 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems

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

+ Ability to work full-time between 7:00am – 7:00pm CST including the flexibility to work occasional overtime and weekends given the business need (up to 10 hours required of overtime during peak)

**Preferred Qualifications:**

+ Prior health care experience

+ Knowledge of billing/finance and eligibility processes, practices and concepts

+ Previous experience working in a call center environment

**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.

**Soft Skills:**

+ Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner

+ Proficient conflict management skills including the ability to resolve stressful situations

+ Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

**California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only:** The hourly range for this is $16.54 - $32.55 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.

**_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._

_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**