[Hiring] Virtual Visit Specialist @UnitedHealth Group

Role Description

This position is Remote in Central and Mountain Time Zones. You will have the flexibility to work remotely as you take on some tough challenges.

The HouseCalls Virtual Visit team is responsible for ensuring members and practitioners can connect with their technology to successfully complete Virtual Visits. Virtual Visit Specialists (VVS) work with members over phone and video, prior to the Virtual Visit, to ensure they can connect the technology. VVS supports practitioners with troubleshooting the technology and provides additional member and provider support. They place outbound calls manually and via an auto-dialer and receive inbound calls in a call center environment.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST. We offer 2 - 3 weeks of paid training, conducted virtually from your home.

Primary Responsibilities

• Place outbound calls to members to perform virtual visit technology setup, validation, and troubleshooting.
• Answer inbound calls from members and practitioners regarding issues with technology.
• Interact with members over video/camera calls.
• Support members who need assistance accessing their post-visit digital member materials.
• Assist collaborating providers with accessing systems.
• Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs.
• Escalate issues when defined by protocols.
• Demonstrate patience, active listening, and empathy in all interactions.
• Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation.
• Control the interaction to ensure each member issue is handled completely and efficiently.
• Meet key performance goals established including quality and attendance.
• Maintain confidentiality and adhere to HIPAA requirements.
• Navigate and document in multiple systems while speaking with members telephonically and over video.
• Consistently meet metrics for quality, productivity, and outcomes.
• Consistently maintain schedule adherence and good attendance.
• Other duties, as assigned.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 1 + years of telephonic customer service experience OR in-person customer service experience, handling moderate to complex transactions.
• Experience in dealing with the senior / Medicare population.
• Experience with Microsoft Office software including Microsoft Word, Microsoft Excel (create, edit, save documents and spreadsheets) and Microsoft Outlook (email and calendar management).
• Knowledge of smart device (phone and tablet) setup and troubleshooting.
• Adhere to UnitedHealth Group’s US Telecommuting Policy.
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST.

Preferred Qualifications

• Experience successfully working as a telecommuter.
• Experience with Salesforce.

Telecommuting Requirements

• Reside within Central OR Mountain Time Zones.
• 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.
• Must have capability to work from home (dedicated workspace, high-speed internet available in the area, and able to hardwire to a modem). Must be willing to work in the local office if/when system or internet issues occur.

Soft Skills

• Must be comfortable working in a fast-paced, high-volume, call center environment.
• Must be able and comfortable with meeting/exceeding metrics and goals within the department.
• Must be comfortable working on the phone and navigating multiple systems on the computer simultaneously while assisting/serving members.
• Must be comfortable making telephonic outreach to members without prior engagement.
• Telephone etiquette: Demonstrate professionalism and compassion.
• Excellent Organizational Skills.
• Serving Customers.
• Being Accountable.
• Influencing Others.
• Delivering Results.

Pay and Benefits

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). The hourly pay for this role will range from $18.00 - $32.00 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.