Senior 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 , a part of the UnitedHealth Group family of businesses, continues to evolve and make a bigger impact through its extensive expertise in combining technology, data, and people to create novel health care solutions and services across the globe. OptumServe is following suit by creating and delivering care that meets the health needs of active-duty service members, veterans, and their families. Were partnering with federal and state government agencies to meet the readiness and health needs of active-duty military members and veterans by providing preventive health screenings and assessments to ensure that troops are ready to answer the call of duty. For those who want to intensify their impact in a career that brings together challenge, learning and growth, OptumServe is the right place to do your life’s best work. SM

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 (6:00am – 7:00pm local time – flexible within reason). It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of 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:

• Pulls and scores monitored calls for staff in the department in accordance with monitoring program guidelines.
• Evaluates customer interactions in accordance with monitoring program guidelines.
• Conducts audits, identifies trends and provides feedback to reduce errors and improve processes and performance.
• Participates in and leads weekly calibration sessions to ensure inter-rater reliability.
• Creates, analyzes and administers multiple quality reports to ensure quality standards are met.
• Run and send daily, mid-day, and year-to-date statistics and error reports to staff in the department.
• Acts as a technical resource to others in own function.
• Plans, prioritizes, organizes, and completes work to meet established objectives and deadlines.
• Analyze current customer service processes and identify gaps or defects to improve overall effectiveness.
• Provides Subject Matter Expertise for all available resources used by Quality Specialists (e.g., applicable scripts, auditing tools, etc.)
• Provide training/coaching on Quality processes/procedures, as applicable (e.g., on-boarding, refresher training, etc.)
• 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 using Microsoft Excel (filtering, sorting, editing data and saving, etc.)
• 1+ years of Quality Auditing experience with the VBA MDE, GNAL, or MEPCOM and WTC contracts
• Currently or have previously worked the VBA MDE contract.
• Must be 18 years of age OR older
• Ability to work full-time, Monday – Friday between 6:00am – 7:00pm local time including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• Intermediate to advanced knowledge of Tableau, or 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 $19.47 – $38.08 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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