Senior Operations Service Specialist

Posted Dec 28

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work SM

The main purpose of the role is to support UHC Financial Protection National Accounts as the single point of contact for any administrative and service-related questions about the Financial Protection business (Short Term Disability, Long Term Disability, Life Waiver of Premium, Life, Critical Illness, Accident and Hospital Indemnity Protection, and FMLA). Support includes, but is not limited to claim processing, billing, understanding policy language and Evidence of Insurability (EOI). The individual in this position will also have direct contact with clients and brokers as needed to support Sales and Account Management personnel with client education, questions or issue resolution from new sales through renewal.

This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

  • OST person is assigned to designated group of National Account, Public Sector, HP or high-touch KA clients as a direct contact
  • Service as expert resource to clients and provide Voice of Client back to internal Financial Protection teams
  • Create & deliver client culture training from clients to applicable Financial Protection internal teams
  • Uses pertinent data and facts to identify and solve a range of problems within area of expertise
  • Investigates non-standard requests and problems, with some assistance from others
  • Prioritizes and organizes own work to meet deadlines
  • Provides explanations and information to others on topics within area of expertise
  • Mentors, provides feedback, guides and serves as a resource to others
  • Ability to make difficult or unpopular decisions and to deliver difficult messages
  • Translates concepts into practice
  • Leads projects, department or cross departmental
  • Typically supports larger, more complex premiere customer(s)
  • Adhere to established service standards, volumes, and turnaround times
  • Assess customer needs and requirements, especially non-standard requests, and problems, and respond or refer to appropriate resources
  • Demonstrates ability in customer service issue resolution and relationship building
  • Ability to take direction; respond to requests and feedback
  • Solid understanding of organizational structure; ability to facilitate issues through appropriate channels, including how and when to involve management

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in .

Required Qualifications:

  • High School Diploma / GED (or higher)
  • Experience utilizing multiple computer systems/applications
  • Experience with Microsoft Excel (create spreadsheets and Pivot Tables)
  • Experience with PowerPoint (create presentations using graphics, audio and video)
  • Ability to work any of our 8-hour shift schedules within our normal business hours of 8:00am – 5:00pm

Preferred Qualifications:

  • Bachelor’s Degree (or higher)
  • Experience working with National Accounts
  • Experience with Financial Protection products or related field (i.e., short term disability, long term disability, life insurance, critical illness etc.)

Telecommuting Requirements:

  • Have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Reside in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

  • Solid communication skills, including the ability to listen objectively and articulate the facts of an issue verbally and in writing
  • Strong organizational skills
  • Solid conflict resolution skills
  • Ability to anticipate questions and provide thoughtful and thorough responses in a timely manner
  • Ability to take constructive feedback from managers and peers as needed to improve customer service skills
  • Strong presentation skills, including and not limited to creating presentations and reporting out to clients, brokers and internal customer as needed
  • Ability to make timely, confident decisions based on available data/facts
  • Ability to multitask and shift priorities quickly, professionally and positively to accommodate urgent tasks and to reach team, business area, and corporate goals
  • Appropriately apply policies and procedures to ensure successful compliance with internal and external guidelines

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

Careers at UnitedHealthcare Employer & Individual . We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life’s best work. SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $26.15 - $46.63. The salary range for Connecticut / Nevada residents is $28.85 - $51.30. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.