Customer Service Quality / Audit Representative – 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, 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.

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 by ensuring the quality of our customer service operations and 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 6:00 AM – 7:00 PM (local time – flexible within reason). It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of paid on-the-job training. The hours of the training will be based on schedule or will be discussed on your first day of employment.

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

Primary Responsibilities:

• Evaluates customer interactions in accordance with monitoring program guidelines.
• Conducts audits, identify trends, and provides feedback to reduce errors and improve processes and performance.
• Participates in weekly calibration sessions to ensure inter – rater reliability.
• Presents quality program to new hire training classes.

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
• 2+ years of customer service experience OR equivalent military work experience
• 1+ years of work experience with using Microsoft Excel (filtering, sorting, saving, and editing data)
• Prior Quality Auditing experience with the VBA MDE contract
• Currently OR have previously worked the VBA MDE contract
• Ability to work any 8-hour shift between the hours of 6:00 AM – 7:00 PM (local time – flexible within reason) from Monday – Friday including the flexibility to work occasional overtime based on business need
• Must be 18 years of age OR older

Preferred Qualifications:

• Intermediate (or higher) knowledge of Microsoft Excel (formatting, pivot tables / charts, pareto analysis)
• CAC card security clearance
• Lean / DMAIC OR Six Sigma certification

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:

• Excellent verbal and written communication
• Strong time management and organizational skills
• Ability to prioritize workload to effectively meet established deadlines
• Strong analytical ability and attention to detail
• Sound judgment, problem solving, and decision – making skills
• Ability to incorporate frequent changes into workflow and consistently build on knowledge base
• Strong interpersonal skills and ability to work independently as well as within a team

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The hourly range for this is $16.54 – $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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.

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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