Call Center Representatives - Elkridge, MD

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 14 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, and Performance.

Due to an expansion of our business into multiple states, we are looking for energetic, customer focused and compassionate Call Center Representatives.  As one of our newest Call Center Representatives you will be performing appointment scheduling and other related call center activities within our Team Care department.  Your main focus in this position will be to schedule appointments for our valued members who are currently enrolled in one of our Medicare or Medicaid health plans.  You will be helping our valued members connect with Physicians and Nurse Practitioners, by scheduling in home visits, in order to help them live healthier lives.    

*You must also be available to work between the hours of 8:00a.m. - 11:00 p.m., Monday - Friday*

*Seasonal mandatory overtime may occur based on work load which could include Saturdays*

Primary Responsibilities:

• Placing a high volume of outbound calls to our valued members of the health plan to schedule them for their in home visits with a Physician or a Nurse Practitioner via an auto dialer system


• Answering inbound calls from our valued members and assisting them with their inquiries


• Enhancing our valued members experience within their specific health plan


• Validating member demographic information and obtaining additional member data via specific plan scripting


• Data entry of the members record with accurate information obtained on the call


• Ensuring that the appointments are scheduled accurately following department policies and procedures


• Resolving any scheduling issues or concerns


• Working on special projects within the department as assigned


• Routing calls to the appropriate department as needed

Required Qualifications:

• High School Diploma/GED.


• 1+ year of Customer Service experience OR at least 1+ year of experience working in a high volume Call Center environment.


• Ability to create, copy, edit, save & send using Word, Excel & Outlook.


• Must be able to type and talk at the same time and navigate through multiple screens.


• Ability to maintain confidentiality and adhere to HIPAA requirements.


• Must be able to work the designated shift and overtime as needed

Preferred Qualifications:

• Bilingual skills in Spanish, Korean or Polish.


• Experience working in a metric driven work environment.


• Experience working in a customer retention focused role.


• Experience using an auto dialer system.


• Experience working in the Healthcare Industry.


• Experience working with Medicaid or Medicare.

At Optum, you will perform within an innovative culture that's focused on transformational change in the Healthcare system. You will leverage your skills across a diverse and multifaceted business. And you will make contributions that will have an impact that's greater than you've ever imagined.