Customer Service Quality and Audit Representative – National Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
The Customer Service Quality and 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 leverage your expertise to help us identify ways to improve the consumer experience.
This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am – 9:00pm CST. It may be necessary, given the business need, to work occasional overtime.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

Assess the quality of work provided by customer service representatives by conducting audits of calls

Provide coaching/feedback to customer service representatives through the auditing process

Analyze information and utilize it to provide recommendations to reduce errors and improve the consumer experience

Participate in calibration sessions to ensure calls audits are scored consistently across the team

Interact with the leadership team and help foster an environment that supports change, encourages creativity and leverages technology to improve our processes

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 equivalent work experience

Must be 18 years of age OR Older

2+ years of experience in Customer Service as a Customer Service representative within a USHEALTH Group Call Center

Experience with Microsoft Excel (create simple spreadsheets)

Experience with Microsoft Word (copy, edit save and create new documents)

Presently employed within UHC Operations & Experience. Those currently employed outside that unit will not be considered. (To verify, review your Sparq profile and the organization chart. Sparq Homepage, click “My Profile”, click “Organization Chart”. Look upward on the org chart to confirm that you report through Ops & Experience, and Mike Baker)

Ability to work any of our 8-hour shift schedules during our normal business hours of 6:00am – 9:00pm CST. It may be necessary, given the business need, to work occasional overtime

Telecommuting Requirements:

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

Soft Skills:

Excellent organizational, problem solving, and critical thinking skills

Excellent verbal and written communication skills

Be a team player who is flexible and ready and willing to embrace change

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
The hourly range for this role is $19.86 to $38.85 per hour based on full-time employment. 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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UnitedHealth Group