Call Center Representative (Consumer Services) $500 Sign on Bonus - San Juan, PR

$500 Sign-on Bonus for External Candidates

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, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

Leverage your customer service skills and sales experience into an exciting dual role with Optum where you will have the opportunity to serve as a Telesales Agent and Customer Service Representative supporting peak seasonality of these two lines of business in Puerto Rico.

As a Telesales Health Sales Agent you will answer incoming calls from people interested in purchasing insurance supplements (no cold calling). You'll solicit basic information, answer questions and provide options while serving as a consultant to help the callers select the right plan for their situation and budget. 

As a Call Center Representative, you will also be providing expertise and customer service support to government and commercial members. The work you do with our team will directly improve health outcomes by responding to and resolving customer inquiries and issues.

Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities in a unique capability.

Don’t wait to join us! There’s never been a better time than now to start doing your life’s best work.

Working Schedule: 

This position is full-time (40 hours/week) as assigned. It may be necessary, given the business need to work weekends, holidays, and overtime. Employees are required to have to work 8-hour shift schedules during our normal business hours of 

Primary Responsibilities:

• Telesales Agent:
• Assist Medicare-eligible individuals telephonically in the following ways:
• Answer incoming phone calls from prospective members and identify the type of assistance and information the customer needs with the goal to convert the caller to a qualified lead and ultimately sale
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Using knowledge of the product portfolio to accurately assess the distinct needs of different prospects, explain the differences between various products, and assist the prospect member in selecting a product that best meets their unique needs
• May make outbound calls to prospective members to follow up on questions or to current members to review current or new products and services
• Assist the prospect in completion of the enrollment application over the phone with complete, accurate and required information, consistent with product requirements and enrollment guidelines
• Meet the goals established for the position in the areas of:  sales quota, attendance and other performance criteria
• Meet and maintain requirements for agent licensure, appointments, and annual product certification 
• Agents will abide by all UHS Policies and Procedures including but not limited to regarding Certification, Compliance and any other UHS Policy and Procedure outlined in the SOW and in the Standard Operating Procedures
• Call Center Representative:
• Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as medicine order processing, medicine delivery status, and eligibility and claims
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by highlighting the benefits of enrolling to mail order service
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with the approval of their prescription for mail order service
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member 
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 
• Provide education and status on previously submitted pre-authorizations or pre-determination requests 
• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

*** ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

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 or higher degree completed
• Ability to obtain Health & disability license required by business
• 1 years of customer service experience analyzing and solving customer problems OR 1 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Intermediate Microsoft Office Suite skills: Microsoft Excel (ability to sort, sum, insert bar graphs and use formulas), Microsoft Word (ability to create documents and complete mail merging), Microsoft Outlook (ability to manage email, calendar, and task lists), and Microsoft PowerPoint (ability to create presentations with images, words, charts / graphs, and merging data from Microsoft Excel)
• Fully Bilingual Spanish/English proficiency
• Proven skilled in problem solving to quickly assess current state and formulate recommendations
• Availability to work a full-time schedule, 40 hours a week at minimum, Monday to Sunday - 8:00am to 8:00pm. (It may be necessary, given the business need to work weekends, holidays, and overtime)

Preferred Qualifications:

• Bachelor’s Degree Holder
• Health & Disability Insurance PR or US License
• Sales experience
• Health care experience

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.    

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.