Customer Service Representative - Salt Lake City, UT
Company: UnitedHealth Group
Location: American Fork
Posted on: September 21, 2023
If you are within commutable distance to Salt Lake City, UT, you
will have the flexibility to work from home and the office in this
hybrid role* as you take on some tough challenges.
Great jobs start with great training and our next class is starting
soon. Apply today.
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.
As a -Customer Service Representative, you'll compassionately
deliver an exceptional experience to between 50 to 70 callers per
day, always remembering that there is a real person on the other
end of the phone who is looking for help, guidance, and support.
You'll also provide support to your team members by serving as a
resource or subject matter expert. Both of these are opportunities
for you to identify and exceed our customer expectations by
committing to and building strong relationships internally and
externally. At the end, you'll know you performed with integrity
and delivered the best customer service experience making all your
customers and team members feel better because they talked to
This position is full-time Sunday - Saturday. Employees are
required to have flexibility to work any of our 8-hour shift
schedules during our normal business hours of 7:00am - 10:00pm CST.
It may be necessary, given the business need, to work occasional
We offer two weeks of paid on-the-job training. The hours during
training will be 8:00am to 5:00pm or may vary a little, Monday -
Friday. - Training will be conducted virtually from your home.
Our office is located at 12921 S Vista Station Blvd, Ste 200,
Draper, UT 84020. -Employees will be required to work some days
onsite and some days from home.
*All Telecommuters will be required to adhere to UnitedHealth
Group's Telecommuter Policy.
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
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
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
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
High School Diploma / GED (or higher) OR 10+ years of equivalent
Familiarity with computer and Windows PC applications, which
includes the ability to learn new and complex computer system
Ability to successfully complete the Customer Service training
classes and demonstrate proficiency of the material
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
Ability to work full-time, Sunday - Saturday between 7:00am -
10:00pm CST including the flexibility to work occasional overtime
given the business need
1+ years of Customer Service Representative (CSR) experience OR 1+
years of experience in an office setting, call center setting or
phone support role
- Reside within commutable distance of Salt Lake City, UT
- Ability to keep all company sensitive documents secure (if
- Required to have a dedicated work area established that is
separated from other living areas and provides information
- 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
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.
Keywords: UnitedHealth Group, Salt Lake City , Customer Service Representative - Salt Lake City, UT, Hospitality & Tourism , American Fork, Utah
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