Optum ยท 20 hours ago
Senior Customer Service Representative
United States
Full-time
Remote
Mid, Senior Level
$17.74/hr - $31.63/hr
1+ years expOptum is a global organization that delivers care aided by technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you'll provide exceptional support to customers, resolving complex issues and serving as a resource for team members. You'll be responsible for managing calls, assisting customers with their inquiries, and ensuring a high level of satisfaction.
EducationHealth CareMedicalPharmaceutical
Responsibilities
Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
Handle escalated calls, resolving more complex customer issues in a one and done manner
Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Provide education and status on previously submitted pre-authorizations or pre-determination requests
Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution and attendance
Qualification
Required
High School Diploma / GED
Must be 18 years of age OR older
1+ years of customer service experience OR 1+ years of experience in call center setting OR phone support role
Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
Experience with Microsoft Word (create correspondence and work within templates), Microsoft Outlook (email and calendar management), and instant messaging software (e.g., Microsoft Teams, Slack, Zoom Chat)
All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
Ability to train for the first 2 weeks from Monday - Friday, 7:00 am - 3:30 pm MST (hours may fluctuate depending on business needs)
Ability to work Monday - Sunday, in any of our 8.5-hour shift schedules (including 30 minutes unpaid lunch and two paid breaks of 15 minutes each one) between Directed Spend operational hours of 8:00 am - 11:00 pm EST, including the flexibility to work occasional overtime or weekends based on business need
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
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and / or weekends, as needed
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
Comprehensive benefits package
Incentive and recognition programs
Equity stock purchase
401k contribution
Company
Optum
Optum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group.
10001+ employees
H1B Sponsorship
Optum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (648)
2024 (559)
2023 (620)
2022 (851)
2021 (593)
2020 (438)
Funding
Current Stage
Late StageLeadership Team
Daniel Castillo
Chief Executive Officer, Optum Care Delivery
J
Jay Green
Chief Financial Officer
Recent News
2025-11-29
2025-11-19
2025-11-07
Company data provided by crunchbase