Senior Tech Support Specialist

Requisition Number: 2370544
Description - External
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.
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

• Answer inbound calls and provide timely, accurate, and friendly support
• Assist with authentication, password resets, account setup, and navigation of identity services
• Perform identity verification per required protocols
• Use troubleshooting steps to resolve routine issues; document all interactions in CRM
• Recognize issues that exceed Tier 1 capabilities and escalate appropriately
• Follow scripts, workflows, and compliance guidelines (including HIPAA)
• Maintain up-to-date knowledge of products, processes, and system updates
• Meet or exceed targets for service level, quality, accuracy, and CSAT
• Participate in coaching, team huddles, and required training
• Provide real time consultative support to Tier 1 (T1) agents on active member calls
• Security & Privacy Focus
• Execute identity verification at the start of applicable calls
• Maintain confidentiality of all customer information
• Recognize and escalate potential fraud or mismatched identity data
• Adhere to privacy regulations and internal data-handling standards; complete required training

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
• 1+ years of experience with customer service (call center preferred) or computer and data entry basics or the ability to follow structured procedures
• 1+ years of experience with multi-system navigation; basic troubleshooting and strong written and verbal communication

Preferred Qualifications:

• Caller verification; HIPAA awareness; Fraud awareness and appropriate escalation
• Clear communication; Empathy; Patience; Teamwork; Time management
• Call center experience; healthcare/identity/privacy/security exposure

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $24 - $43 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
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.
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