Senior Complex Customer Care Representative

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.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, dataand resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefitsand career development opportunities. Come make an impact on the communities we serve as you help us advance health optimizationon a global scale. Join us to start Caring. Connecting. Growing together.

The Wellbeing Specialist is part of a team focused on behavioral health and emotional wellbeing navigation and support. The team is responsible for initial triage, benefit education, member navigation guidance, and counseling. The primary responsibility for a Wellbeing Specialist is to provide one-to-one engagement support with the member, listening for spoken and unspoken needs and then guiding members to the most appropriate resources available. Wellbeing specialists will engage members in Case Management including assessment, care plan development, and intervention follow up. The team is empowered to achieve the best possible outcome for the consumer by understanding where the member is at with their needs and ensuring the member receives the right care at the right time.

The role includes telephonic, digital chat, and/or digital messaging for member engagement. Work volume comes from both an inbound and outbound queue, both on demand and self-managed. Wellbeing Specialists are trained on the foundations of coaching and expected to fulfill their job duties by applying this skillset as a means of experience design. Wellbeing Specialists are expected to support goal articulation and activate the appropriate benefit or resource available to each unique member. This includes various clinical resources within the team and through broad partnerships in the organization.

This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our 8.5-hour shift schedules during our normal business hours of 6:45am - 10:15pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 10 weeks of paid training. The hours during training will be 9:00am to 5:30pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Provided training in coaching skills foundations and successfully employs techniques in engagements with a focus on member goal articulation and achievement.
• Fosters a service-oriented environment and participates in human centered experience development.
• Genuine passion for improving a member's behavioral health experience
• Anticipates member needs and proactively identifies solutions.
• Provides services for adults, youth and families via inbound and outbound phone queues, inbound chats, and additional communications
• Assesses and interprets member needs, including listening for risk cues and calmly assessing for risk and transferring to clinical team.
• Identifies solutions to non-standard requests and problems.
• Solves complex problems on own; proactively identifies new solutions to problems.
• Applies knowledge/skills to complex activities.
• Plans, prioritizes, organizes, and completes work to meet established objectives.
• Translates concepts in practice.
• Provides explanations and information to others on difficult issues.
• Acts as a resource for others with less experience.

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 equivalent work experience
• Must be 18 years of age OR older
• Written, verbal, and interpersonal skills
• Qualified staff must be able to use various computer applications and navigate through multiple computer screens while engaging with members
• 1+ years of customer service or call center
• Customer service role in healthcare or insurance provider
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8.5-hour shift schedules during our normal business hours of 6:45am - 10:15pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Social work OR mental health background
• 1+ years of claims experience
• Knowledge of payer and provider billing and claims in a healthcare setting
• 3+ years of experience in clinical or health insurance setting

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:

• Resolving member issues with compassion
• Excellent written and verbal communication skills
• Demonstrate the ability to build rapport, assess spoken and unspoken needs, and develop goals with members in a telephonic or digital setting
• Ability to work with a culturally and geographically diverse population
• Able to address a variety of problems and issues as presented by members
• Ability to work flexibly and creatively with other professional team members
• Wellbeing Specialists must demonstrate a willingness to support and grow both the culture and mission of Optum and UnitedHealth Group
• UnitedHealth Group is working to create the health care system of tomorrow

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $20.00 - $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.