Customer Service Representative

This position is full-time (40 hours/week) Monday – Friday. Employees are required to work an 8-hour shift during our normal business hours of (8:00am – 5:00pm Mountain Time). It may be necessary, given the business need, to work occasional overtime.

We offer 60-90 days of paid training. Training hours are Monday through Friday, 8:00 AM to 5:00 PM Mountain Time.           

Primary Responsibilities:

• Answer 70-80 incoming phone calls per day from customers and identify the type of assistance the customer needs
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 
• Scheduling appointments for patients – entering and updating demographics
• Other duties as assigned

This role is equally challenging and rewarding. You’ll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefit available to members and you’ll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
• 1+ years of experience in customer service environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools 
• Experience with computers and Windows based applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full-time (40 hours/week) Monday – Friday. Employees are required to work an 8-hour shift during our normal business hours of (8:00am – 5:00pm Mountain Time). It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 1+ years prior health care experience
• Knowledge of Medical Terminology

Telecommuting Requirements:

• Reside within commutable distance to the office at 2 S Cascade, Suite 140, Colorado Springs, CO 80903
• 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 type – average 40 wpm
• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation
• Ability to troubleshoot IT/Computer issues independently