[Hiring] Senior Complex Customer Care Representative @UnitedHealth Group

Role Description

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.

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 (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 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 paid on the job training, attendance is required for the first five weeks. The hours during training will be 8:00 am - 8:00 pm CST, Monday - Friday.

• 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

Qualifications

• High School Diploma / 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 - 8:00 pm CST
• Ability to work full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 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

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• The hourly pay for this role will range from $20.38 - $36.44 per hour based on full-time employment

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.