You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.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.This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 10:30am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime.We offer weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. Training will be conducted virtually from your home.All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.Primary Responsibilities:
Answer technical questions from frontline staff via phone queue
Handle escalated calls from customers and providers
Extensive work experience, possibly in multiple function of Behavioral Health Customer Service
Experience in all claim platforms – UNET, OHBS Facets, and COSMOS platform
Works independently
Applies knowledge / skills to complex activities
Demonstrates a depth and breadth of knowledge and skills in own area and is often able to apply these outside of own function
Often acts as a technical resource to others in own function
Anticipates customer needs and proactively identifies solutions
Solves complex problems on own; proactively identifies new solutions to problems
Plans, prioritize, organize, and complete work to meet established objectives
Assist and resolve BH claim issues
Seen as key team member on project teams spanning more than own function
Ask appropriate questions and listen actively to identify underlying questions and issues (e.g., root cause analysis)
Gather appropriate data and information and perform initial investigation to determine scope and depth of question / issue
Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
Identify and communicate steps and solutions to caller questions and issues, using appropriate problem – solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
Offer additional options to provide solutions and positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
Make outbound calls to resolve caller questions and issues (e.g., to callers, providers, members)
Drive resolution of caller questions and issues on the first call whenever possible (e.g., first – call resolution, one – and – done)
Ensure proper documentation of caller questions and issues (e.g., research conducted, steps required, final resolution)
Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de – escalate and defuse callers as needed)
Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information
Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop – up alerts, VCC data, etc.)
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
1+ years of behavioral benefits and referral (BAR) experience
1+ years of customer service and behavioral health claims experience
Currently working in Optum Behavior Health segment
Familiarity with computer and Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work Monday – Friday, 10:30am – 7:00pm Central Time Zone including the flexibility to work occasional overtime
Must be 18 years of age OR older
Telecommuting Requirements:
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
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 multi-task including ability to understand multiple products and multiple levels of benefits within each product
Ability in customer service problem resolution and relationship building
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.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 #GREEN
