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Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Take chat messages per day from customers who have questions about their health benefit
• Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associate must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that associate have an aptitude for knowing when to apply the “dos and don’ts” of online communication
• Provide product information, use service engagement skills, and efficiently use service resources
• Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation tools
• App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate’s knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using
• Read between the lines.” Visitors don’t necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement
• Adapt to continual change as the department fine-tunes the messaging program
• Advocates empathize with customers' concerns and demonstrate understanding, striving to create positive interactions and build rapport. Maintain a healthy brand to consumer relationship that benefits member
• Adhering to company policies and procedures, ensuring compliance with guidelines related to customer interactions, data privacy, and security. Comply with the terms and conditions of employment contract, company policies and procedures
• Advocates collaborate with colleagues, sharing insights, best practices, and resources to collectively improve customer support effectiveness and efficiency
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Comprehensive knowledge about the company's products or services, enabling them to provide accurate information and guidance to customers
• Proven ability to maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging
• Proven ability to advocate troubleshoot customer problems and find solutions, utilizing resources and escalating issues when necessary to ensure timely resolution. Provide product information, use service engagement skills, and efficiently use service resources
• Proven ability to communicate effectively with customers, ensuring clarity and understanding while maintaining a professional and friendly tone. Type at a reasonable pace,30-45 words in a minute (WPM)
• #NTCSR

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.