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Job Details


UnitedHealth Group

Customer Service Manager - MOR (Member Outreach and Response) Team - National Remote

Healthcare

All

Yearly

Full Time

No

Dallas, Texas, United States

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You’ll play a leadership role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity.

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 (8:00am - 5:00pm). It may be necessary, given the business need, to work occasional overtime.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

  • Understand and align with line of business and UHC Operations strategic vision and executional priorities and drive results
  • Lead, develop and retain a high performing, consumer-centric management team
  • Collaborates with employees and business partners to identify and remediate performance gaps that impact the consumer experience
  • Manage tasks and responsibilities associated with planning, directing, coordinating and supporting day-to-day activities
  • Provide expertise and customer service support to members, customers and/or providers
  • Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Investigate claim and/or customer service issues as identified and communicate resolution to customers
  • Provide feedback to team members regarding improvement opportunities
  • Inspire and motivate leaders to deliver compassionate, efficient and effective service. Foster a culture of coaching, development, and employee engagement that enhances the employee experience while delivering on our operational objectives

This role is equally challenging and rewarding. Within a high-volume environment, you’ll need to model and act as an Ambassador for the company while solving complex health care inquires The Business Manager acts as a customer advocate to resolve escalated and complex 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
  • 4+ years of customer service experience analyzing and solving customer problems
  • Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

Preferred Qualifications:

  • Bachelor’s degree (or higher)
  • 2 + years of experience managing outbound operations

Telecommuting Requirements:

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • 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 including the ability to understand multiple products and multiple levels of benefits within each product

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at [Register to View]

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. [Register to View]

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life’s best work.SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $66,100 - $118,300. The salary range for Connecticut / Nevada residents is $72,800 - $129,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.

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