Customer Service Representative - Colorado Springs, CO

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.  

Working on-site, in the office. Fast Paced environment – 70-80 calls per day.  Must be able to type fast. Call center for providers. The patients/member calls for appts, med refills, referrals.  5% outgoing, 95% percent inbound calls. On the phone 95% of time. APM and Touchworks are the systems most commonly used to do the job. Bi-weekly team huddles, and Staff meeting every other month. Monthly 1:1 meetings.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00am - 5:00pm Mountain Time. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 2 S Cascade Suite 140 Colorado Springs, CO 80903.

We offer 3 weeks of paid on-the-job training. The hours of training will be based on your schedule.

Primary Responsibilities:

• Answer 70-80 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
  
• Must be 18 years of age OR older
• 1+ years of experience in customer service environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools 
• Experience with computers and Windows based applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to type - average 40 wpm
• Ability to work an 8-hour shift schedule during our normal business hours of 8:00am - 5:00pm MST, Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends.

Preferred Qualifications:

• 1+ years of prior health care experience
• Knowledge of Medical Terminology 

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
• Ability to troubleshoot IT / Computer issues independently

Colorado Residents Only: The hourly range for this is $16.00 - $28.27 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.

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