UnitedHealth Group
Customer Service Representative (Bilingual Spanish / English) - Phoenix, AZ (I - 10 and Ray Rd)
At a glance
Location: US-AZ-Phoenix Map
Posted: 01/25/2020
Closing: 02/24/2020
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
UnitedHealth Group
Job description

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare’s support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians. 


This role is equally challenging and rewarding. You’ll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you’ll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.


Primary Responsibilities:

  • Answer 50 - 70 incoming phone calls per day from customers and identify the type of assistance the customer needs
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Contact 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 while encouraging and reassuring them to become self - sufficient in using our tools
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues

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 higher) OR equivalent work experience

  • Bilingual fluency in Spanish 

  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

Preferred Qualifications:

  • 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
  • Prior health care experience

Soft Skills:

  • Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner

  • Proficient conflict management skills to resolve issues in a stressful situation

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, health care, office, phone support, training class

Customer Service Representative (Bilingual Spanish / English) - Phoenix, AZ (I - 10 and Ray Rd)