If putting a smile on someone's face puts one on yours, you belong on our team. Here at Optum, part of the UnitedHealth Group family of businesses, we've brought together teams of incredibly compassionate and absolutely positive people to help serve our members when they call us with questions regarding their health care coverage, eligibility or reimbursement. Your helpful personality combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while building a career.Helping create positive customer experiences for our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.(sm)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. Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. They 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.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 systemsContact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when neededAssist customers in navigating UnitedHealth Group websites while encouraging and reassuring them to become self-sufficient in using our toolsResearch complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues Basic tasks are completed without review by others
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.