Senior Complex Customer Care Representative

Requisition Number: 2367590
This position is National Remote. 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
As a Senior Complex Customer Care Representative, you will deliver compassionate, high-quality service to 50-70 callers daily, always recognizing that each interaction represents a real person seeking help and guidance. In this dynamic role, you will manage inquiries across multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, requiring adaptability and mastery of diverse systems. You will complete training to support multiple lines of business and seamlessly transition between platforms in real time based on business needs, often multiple times in a single day. Beyond resolving complex issues, you will serve as a trusted resource and subject matter expert for your team, strengthening internal and external relationships. Your commitment to integrity and excellence ensures every customer and colleague feels valued and supported after speaking with you.
This group is part of Customer Experience (CX): team's focus; to reduce repeat callers, executive escalations and complaints. This role is pivotal to managing consumer distress.
This position is full-time, Monday - Friday. Employees are required to have flexibility to work for an 8-hour shift between 6:00 am and 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed.
This will be on the job training. You must have the ability to attend training for the first five weeks during an 8-hour shift, scheduled between 8:00 am and 8:00 pm CST.
Primary Responsibilities

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Handle escalated calls, resolving complex customer issues in a one-and-done manner
• Transition between multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, several times daily based on business needs
• Complete required training to support at least four lines of business and deliver consistent, high-quality service across all platforms
• Answer incoming calls and identify the type of assistance needed (e.g., benefits and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
• Ask appropriate questions and listen actively to identify issues while documenting required information in systems
• Assist customers in navigating websites and encourage self-sufficiency
• Own problems through to resolution in real time or through timely follow-up
• Research complex issues across multiple databases and collaborate with support resources to resolve escalated issues
• Meet performance goals in efficiency, call quality, provider satisfaction, efficiency, and attendance

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 or GED
• Must be 18 years of age OR older
• 1+ years of customer service experience analyzing and solving customer problems
• First call resolution experience
• Call center experience
• Ability to attend training for the first five weeks during an 8-hour shift, scheduled between 8:00 am and 8:00 pm CST
• Ability to work full-time, Monday- Friday, with flexibility for an 8-hour shift between 6:00 am and 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed.

Preferred Qualifications:

• 3+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office, call center, or phone support role

Telecommuting Requirements:

• 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:

• Ability to multi-task and understand multiple products and benefit levels

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20 - $36 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
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.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.