About Company
UnitedHealth Group (UHG) 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 wellbeing, UHG delivers a broad spectrum of services to millions worldwide. Through our two distinct platforms, Optum and UnitedHealthcare, we provide health care coverage, data-driven insights, and technology-enabled services. We are committed to fostering a diverse, equitable, and inclusive workplace where every team member feels valued and empowered to contribute to our shared mission. Joining UHG means becoming part of a global team that is passionate about innovation, integrity, and putting people first. We are continually seeking talented individuals who are eager to make a tangible difference in the health care landscape.
Job Description
Are you passionate about helping others and thrive in a dynamic, customer-focused environment? UnitedHealth Group is actively seeking dedicated and empathetic Support Representatives to join our growing team in Newcastle upon Tyne. As a Support Representative, you will be the first point of contact for our members, providing exceptional service and support for a variety of inquiries related to their health plans and services. This role is crucial in ensuring our members receive timely, accurate, and compassionate assistance, upholding UnitedHealth Group’s commitment to service excellence. You will navigate complex information, articulate solutions clearly, and maintain a high level of professionalism in every interaction. We are looking for individuals who possess strong problem-solving skills, a patient demeanor, and a genuine desire to make a positive impact on people’s lives. If you are a proactive communicator with a can-do attitude, and you’re ready to embark on a rewarding career with a global leader in healthcare, we encourage you to apply. This is an exciting opportunity to contribute to a team that values collaboration, continuous learning, and member satisfaction. Full training will be provided to ensure your success in this vital role.
Key Responsibilities
- Serve as the primary point of contact for members, addressing inquiries via phone, email, and chat.
- Provide accurate, comprehensive, and timely information regarding health plans, benefits, claims, and services.
- Resolve member issues and complaints with professionalism and empathy, escalating complex cases to appropriate departments when necessary.
- Document all interactions and resolutions thoroughly and accurately in the designated systems.
- Educate members on available resources and self-service options to empower them in managing their healthcare.
- Adhere to all company policies, procedures, and regulatory requirements, including HIPAA guidelines.
- Collaborate with team members and other departments to ensure seamless member experience.
- Continuously learn and adapt to changes in products, services, and systems to maintain up-to-date knowledge.
- Participate in ongoing training and development programs to enhance skills and performance.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to actively listen and empathetically respond to customer needs.
- Strong problem-solving and critical-thinking abilities.
- Proficiency in basic computer skills and navigating multiple software applications simultaneously.
- Ability to work effectively in a fast-paced and high-volume environment.
- High school diploma or equivalent.
- Minimum of 1 year of experience in a customer service or support role.
Preferred Qualifications
- Previous experience in the healthcare, insurance, or a regulated industry.
- Familiarity with CRM software and call center technologies.
- Ability to speak additional languages.
- Associate’s or Bachelor’s degree.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Generous paid time off and holiday allowance.
- Opportunities for career growth and professional development.
- Access to employee wellness programs and resources.
- Employee assistance program (EAP).
- Contribution to a company pension scheme.
- Supportive and inclusive work environment.
- Training and development tailored to your role.
How to Apply
If you are ready to contribute to a company that makes a real difference in people’s lives, we encourage you to apply today. Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!