Senior Customer Service Representative (Remote)

About the role

UnitedHealth Group (Optum) is hiring a Senior Customer Service Representative to work remotely in the Central, Mountain or Pacific Time Zone. The role serves between 45 and 65 callers per day, handling healthcare claims and member inquiries, and supports teammates as a resource or subject matter expert. It is full time (40 hours per week, Monday to Friday) with 8-hour shifts from 7:30 am to 4:00 pm CST or MST; occasional overtime may be needed.

Key responsibilities

• Review and research incoming healthcare claim calls from providers (doctors, clinics, etc.), verifying pricing, prior authorizations and applicable benefits across multiple computer systems
• Ask targeted questions, listen actively and document required information in computer systems
• Collaborate with providers to resolve issues using clear, simple language
• Meet performance goals for efficiency, accuracy, quality and attendance
• Answer calls from members about benefits and eligibility, billing and payments, authorizations and explanations of benefits (EOBs)

Required profile

• High school diploma / GED or equivalent experience
• Age 18 or older
• 1+ year of work-at-home experience and 1+ year in a call center position
• Ability to work the 40-hour, 8-hour weekday schedule and occasional overtime
• Preferred: health care experience and knowledge of claim, finance and eligibility processes

Required skills

• Working knowledge of computer and Windows PC applications, including learning new complex systems
• Resides in the Central, Mountain or Pacific Time Zone
• Dedicated, private workspace and access to a UnitedHealth Group-approved high-speed internet connection

What we offer

• Pay of $18-$32 per hour depending on factors such as education and experience
• Comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility)
• Training of 3 weeks, 40 hours per week, followed by a part-time schedule within the stated hours