POSITION DESCRIPTION

You'll join a high caliber team where you're assisting, educating, problem-solving and resolving tenuous situations to the best possible outcomes. Bring your people skills, emotional strength and attention to detail. In return we offer the latest tools and most intensive training program in the industry. Get ready to start doing YOUR LIFE'S BEST WORK.(SM)

QUALITY AUDIT REPRESENTATIVE will listen and review Case Agent interactions to achieve compliance with the Call Center procedures and protocols associated with the New York City wide COVID-19 response. In addition, Quality Agents will provide agent feedback and identify opportunities for process and training improvements.

PRIMARY RESPONSIBILITIES:

• Listen to and evaluate the end to end Case Agent interactions including documentation
• Interaction in the CRM tool
• Document feedback and score the interaction based on meeting SOPs
• Provide feedback and communicate with Case Agents in a professional manner.
• Provide trend information to operations and the Quality Manager as appropriate to improve overall
• Operational performance

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:

• High school diploma
• 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
• Proficiency with Microsoft Word (creating memos, writing), Microsoft Outlook (setting calendar appointments, email) and Microsoft Excel (creating spreadsheets, filtering, navigating reports)
• Ability to work 40 hours / week during standard business operating hours Monday - Friday from 7:00am - 7:00pm AST. It may be necessary, given the business need, to work overtime or weekends.
• Bilingual Spanish/English proficiency

PREFERRED QUALIFICATIONS:

• Healthcare experience
• Audit experience

CAREERS WITH OPTUM. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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.