Call Center Representative (Agent Support) - San Juan, PR

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Provide phone support to Sales Agents by providing high quality service and offering applicable sales solutions
• Approach every interaction with a growth mindset and treating each Sales Agent with respect, courtesy, and genuine desire to help
• Be an established authority on Sales Agent tools, products, features; service issues, systems, and content, to aid Agents in successfully completing sales transaction, sales content navigation, and member applications
• Complete training requirements to stay current on existing and new content, systems, products, to advance skills, and to maintain proficiency on company values, organization requirements, and industry guidelines
• Provide a quality experience and partner with stakeholders including Internal Sales Agents, Field Sales Agents, Sales Leadership, Operations, and Tier 2 Partners
• Proactively deepen Agent engagement with self-service tools by offering tips, updates, and best practices
• Accurately document interaction resolution in various systems in a clear and concise manner
• Meet and exceed performance goals on a weekly, monthly, quarterly, and annual basis
• Proactively engage in and utilize career development resources
• Motivated to work in a fast paced, structured, dynamic environment, exercising regular, consistent, and punctual attendance
• Be an expert researcher and resolve Sales Agent questions relating to:
• Sales Tools and Self-Service Tools
• UHC Product Content
• Member Needs
• Medicaid and Medicare verification
• Application Processing and Status
• Agent On-boarding and Certification process
• Commission Inquiries

ENGLISH PROFICIENT 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:

• 1+ years of Customer Service experience
• Experience in a production environment
• Proficiency with Microsoft Office (Microsoft Office - Outlook, Excel, PowerPoint, Word)
• PC Navigation experience
• Availability to work a full-time schedule, 40 hours a week at minimum, Monday - Friday from 8:00am - 9:00pm. (You will be required to work evenings, holidays, weekends, variable schedule(s) and overtime as necessary during peak seasons.)
• Bilingual Spanish/English proficiency

Preferred Qualifications:

• Experience in a call center environment
• Sales experience
• Healthcare and/or insurance industry experience
• Medicare knowledge
• Experience navigating a computer while on the phone

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.