About Company
UnitedHealth Group is a diversified health care company dedicated to helping people live healthier lives and helping to make the health system work better for everyone. With a mission to improve population health and reshape health care delivery, we serve millions of people worldwide. Through our two distinct platforms, Optum and UnitedHealthcare, we provide innovative products and services ranging from health benefits to technology-enabled health services. Optum focuses on information and technology-enabled health services, making health care more effective and affordable. UnitedHealthcare offers a full spectrum of health benefit programs for individuals, employers, and Medicare and Medicaid beneficiaries. We are committed to fostering an inclusive and diverse workplace where every team member feels valued, respected, and empowered to contribute their unique talents to our shared mission. Join us in Glasgow as we work towards a healthier future.
Job Description
Are you passionate about helping others and providing exceptional service? UnitedHealth Group is seeking a dedicated and empathetic Customer Support Representative to join our dynamic team in Glasgow, Scotland. In this vital role, you will be the first point of contact for our valued members, providers, and clients, guiding them through various health care inquiries and ensuring their experiences are seamless and positive. This isn’t just a call center job; it’s an opportunity to make a tangible difference in people’s lives by connecting them with the resources they need to navigate the complexities of the health system. You will handle a diverse range of questions, from benefits clarification and claims assistance to helping locate network providers and resolving service issues. Success in this role requires a compassionate approach, excellent communication skills, and a knack for problem-solving in a fast-paced environment. We are looking for someone who thrives on helping others, possesses strong active listening skills, and can maintain professionalism and accuracy while managing multiple interactions. You will be supported by comprehensive training and a collaborative team dedicated to your growth and success within UnitedHealth Group.
In this role, you will become an expert in UnitedHealth Group’s products and services, acting as a trusted advisor to those who rely on us. Your day will involve fielding inbound calls, responding to digital inquiries, and providing clear, concise information that simplifies complex healthcare topics. We are committed to empowering our employees with the knowledge and resources necessary to deliver best-in-class service. This includes ongoing training, access to advanced support tools, and a pathway for career advancement within our global organization. You will play a crucial part in maintaining high customer satisfaction, building trust, and upholding UnitedHealth Group’s reputation for excellence. We understand that our employees are our greatest asset, and we invest in your development, offering opportunities to specialize and grow your expertise. Join a team where your empathy and dedication truly matter, and where you can contribute to a healthier world every day. Your ability to calmly and effectively resolve issues, combined with your genuine desire to help, will be key to your success and our collective mission. If you are ready to embark on a rewarding career where your efforts directly contribute to the well-being of our community, we encourage you to apply. We foster a culture of innovation, caring, and continuous improvement, providing you with the tools and environment to excel.
Key Responsibilities
- Serve as the primary point of contact for members, providers, and clients via phone, email, and chat.
- Provide clear and accurate information regarding health benefits, claims, eligibility, and policy details.
- Assist callers with navigating health system services, including locating in-network providers and understanding treatment options.
- Resolve complex inquiries and complaints with professionalism and empathy, escalating issues when necessary.
- Document all interactions and resolutions meticulously in the company's CRM system.
- Adhere to all company policies, procedures, and regulatory requirements, including HIPAA/GDPR guidelines.
- Collaborate with internal departments to ensure seamless service delivery and problem resolution.
- Continuously improve knowledge of products, services, and system updates to provide up-to-date information.
- Identify opportunities to enhance the customer experience and contribute to team-wide service improvements.
Required Skills
- Minimum of 1-2 years of experience in a customer service or call center environment.
- Exceptional verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- Demonstrated empathy, patience, and a positive attitude.
- Ability to work effectively in a fast-paced, high-volume environment.
- Strong organizational skills and attention to detail.
- Resilience and adaptability when facing challenging situations.
Preferred Qualifications
- Previous experience in the healthcare or insurance industry.
- Familiarity with medical terminology and healthcare processes.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- A degree or diploma in a relevant field (e.g., Business Administration, Healthcare Management).
- Bilingual proficiency is a plus.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and holiday schedule.
- Retirement savings plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program and mental health support.
- Modern and inclusive work environment in Glasgow.
- Employee discount programs.
- Tuition reimbursement for continued education.
How to Apply
Ready to make a difference? We invite you to join UnitedHealth Group and contribute to a healthier future. To apply for this rewarding Customer Support position, please click on the application link provided below. Ensure your resume highlights your customer service experience and your passion for helping others. We look forward to reviewing your application!