Customer Service Quality Audit Representative – Golden, CO

If you are in Golden, CO, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

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.

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.

Positions in this function are responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance. *Employees in jobs labeled with ‘SCA’ must support a government Service Contract Act (SCA) agreement.

• Extensive work experience within own function.
• Work is frequently completed without established procedures.
• Works independently.
• May act as a resource for others.
• May coordinate others’ activities.- Extensive work experience within own function.

This position is full time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime.

Our office is located at 1707 Cole Blvd Suite 100, Golden, CO 80401. Employees will be required to work some days onsite and some days from home.

We offer 12 weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment. Training will be conducted onsite.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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 in queue when required
• 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
• Must be 18 years of age OR older
• 1+ years call center experience or medical office experience
• 2+ year customer service experience
• Intermediate experience with Microsoft Excel
• Basic experience with Microsoft Word
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 5:00pm.

Preferred Qualifications:

• Knowledge of HIPAA
• Knowledge of commercial (HMO/PPO) and Medicare products required
• Auditing experience or certification
• 1+ year experience working within quality assurance

Telecommuting Requirements:

• Reside within commutable distance of  1707 Cole Blvd Suite 100, Golden, CO 80401
• 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.

Colorado Residents Only: The hourly range for this is $16.54 – $32.55 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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