Job Description
This position is National Remote, giving you the flexibility to telecommute* from anywhere in the U.S.
Optum, part of UnitedHealth Group, is a global organization delivering care supported by technology to help millions of people live healthier lives. As a Customer Service Representative on our Prior Authorization team, the work you do will directly improve health outcomes by connecting people with care, pharmacy benefits, and resources they need.
Here, you’ll find a culture built on diversity, inclusion, professional growth, and career development. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities
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Answer 50–70 inbound calls per day from members regarding benefit coverage, prior authorization status, and appeals.
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Research complex issues across multiple systems and collaborate with support teams to resolve them.
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Provide clear explanations of prior authorization decisions and guidance on next steps.
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Educate members on the appeals process when necessary.
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Offer alternative therapies or cost-saving options when appropriate.
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Handle difficult calls with patience, empathy, and professionalism.
Required Qualifications
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High School Diploma/GED or equivalent work experience
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Must be 18+ years old
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Ability to handle 50–70 calls daily
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Computer literacy, including navigating multiple screens and systems
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Ability to attend 100% of training (Monday–Friday, 8:00am – 4:30pm CST)
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Flexibility to work any assigned shift during business hours, including some Saturdays and holidays
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Willingness to work occasional overtime as needed
Preferred Qualifications
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1+ years of customer service, office, or healthcare experience
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Familiarity with healthcare or prior authorization processes
Telecommuting Requirements
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Secure, private workspace separate from living areas
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High-speed internet (company-approved)
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Compliance with UnitedHealth Group’s Telecommuter Policy
Soft Skills
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Patience and empathy when handling frustrated callers
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Strong communication and conflict resolution skills
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Ability to multitask effectively (listening and typing simultaneously)
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Professional demeanor with a customer-first attitude
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High attention to quality and productivity standards
Compensation & Benefits
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Hourly pay: $16.00 – $27.69 (based on experience, location, and other factors)
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Comprehensive benefits package
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Incentive and recognition programs
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401(k) contribution and stock purchase options
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Paid training and career growth opportunities
EEO Statement
UnitedHealth Group is an Equal Employment Opportunity employer. All qualified applicants will receive consideration regardless of race, gender, sexual orientation, age, disability, veteran status, or other protected categories.
UnitedHealth Group is a drug-free workplace. Candidates must pass a drug test prior to employment.