Think Beyond The Label Jobs

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 in a call center environment under supervision to receive and process inbound calls from patients, providers and other medical staff. Execute outbound calls or electronic task to assist with providing medical related services. Assist callers with appointment scheduling, prescriptions refills, facility locations and lab results. Resolve routine to complex issues.

This position is full-time. Employees are required to work during our normal business hours 8:00am – 5:00pm MST, Monday – Friday. It may be necessary, given the business need, to work occasional overtime. Our office is located at Our office is located at 20414 North 27th Ave., Phoenix, AZ.

We offer up to 12 weeks of paid training. The hours during training will be 8:00am - 5:00pm, Monday - Friday. Training will be conducted onsite.

If you are located within commutable distance to the office 20414 North 27th Ave., Phoenix, AZ, you will have the flexibility to work remotely* as you take on some tough challenges.

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

• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance

• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools

• Other duties as assigned

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 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

• Experience with computer in a Windows based environment which includes the ability to navigate and learn new and complex computer system applications

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

• Ability to work during our normal business hours 8:00am – 5:00pm MST, Monday – Friday. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Experience in a healthcare environment

• Training in a medical office OR customer service - related field

• Knowledge of insurance products

• Medical Terminology

• Experience with Microsoft Excel

Telecommuting Requirements:

• Reside within commutable distance to the office 20414 North 27th Ave., Phoenix, AZ

• 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:

• Excellent Oral and written communication skills

• Ability to prioritize call types

• Listening, critical thinking, decision-making, telephone, customer service and problem-solving skills

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

• Ability to demonstrate customer service and proper telephone etiquette

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. 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.

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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