POSITION DESCRIPTION

Energize your career with one of Healthcare's fastest growing companies. You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UNITEDHEALTH GROUP is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: OPTUM - a growing part of our family of companies that make UNITEDHEALTH GROUP a Fortune 6 leader. OPTUM helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

The CUSTOMER SERVICE QUALITY / AUDIT REPRESENTATIVE will audit recorded calls and provide feedback on those calls. This position is responsible for all aspects of quality assurance within customer service. This position conducts audits and provides feedback to reduce errors and improve processes and performance. This is an excellent opportunity to use your interpersonal skills in a role where you would have room for advancement while positively impacting our customer service. Make a smart career move, and apply today.

PRIMARY RESPONSIBILITIES:

• Lead quality assurance by conducting audits of calls of Customer Service Representatives
• Provide coaching/feedback to advocate in call evaluations
• Analyze information and utilize to build recommendations to reduce errors and improve process performance
• Participate in calibration sessions ensuring calls are scored consistently throughout the teams
• Interact with the leadership group to aid in overall staff development
• Assist Learning and Delivery with training initiatives

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 (or higher)
• 2+ years call center experience
• 1+ year customer service experience
• 1+ year experience working within quality assurance
• Intermediate Experience with Microsoft Excel (ability to create, manage assets and save spreadsheets)
• Knowledge of HIPAA and pharmacy claims processing
• Auditing experience with phone calls and written communication
• Ability to work Monday - Friday 8:00 am - 5:00 pm, some on - call will be needed (1 shift every 5 weeks, 9:00 pm - 6:00 am)

CAREERS AT UNITEDHEALTHCARE COMMUNITY & STATE. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV/AIDS and high-risk pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do YOUR LIFE'S BEST WORK. SM

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.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.