Corporate Switchboard Operator

This position follows a hybrid schedule with 1 in-office day per week. Our office is located at 9700 Health Care Lane, Minnetonka, MN 55343.

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together

The Corporate Switchboard Operator provides expert customer service support to members, customers, and providers through direct, phone based interactions. This role is responsible for answering and resolving a wide range of inquiries and serves as the primary point of contact for incoming calls to the corporate office across all UHG entities. The position is accountable for delivering accurate information, appropriate call routing, and a positive customer experience.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour hybrid shift schedules during our normal business hours of 8:30 am - 5:00 pm. The schedule consists of four remote workdays (Monday, Tuesday, Thursday, and Friday) and one required onsite day (Wednesday). It may be necessary, given the business need, to work occasional overtime.

We offer 2 - 3 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST from Monday - Friday, but may be subject to change based on Trainer Availability and business needs. Training will be conducted onsite.

Primary Responsibilities:

• Provide high quality customer service and accurately assess, resolve, and route inquiries
• Partner with internal teams to address complex issues and support Consumer Affairs and Executive offices
• Communicate professionally in high pressure situations and meet productivity, quality, and schedule standards
• Escalate issues as needed, adapt processes, and support continuous quality improvement

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 equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer service experience in a high volume or customer facing environment
• Experience working in a team based or cross functional environment
• Experience with Windows PC as well as Microsoft Word (write / save documents) and Microsoft Outlook (send / receive emails, calendar management)
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour hybrid shift schedules during our normal business hours of 8:30 am - 5:00 pm. The schedule consists of four remote workdays (Monday, Tuesday, Thursday, and Friday) and one required onsite day (Wednesday). It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• Switchboard / PBX Operator experience with using Nice CXone phone system - Max Agent
• Experience managing multiple tasks simultaneously, including phone activity and administrative work
• Microsoft Teams (access files, chats)

Telecommuting Requirements:

• Reside within 50 miles to the office at 9700 Health Care Lane, Minnetonka, MN, 55343
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Strong customer service orientation with the ability to remain calm and professional in high pressure or sensitive situations
• Clear, confident verbal communication skills with internal and external stakeholders
• Sound judgment and decision making when handling moderately complex issues
• Collaborative, team oriented mindset with the ability to partner effectively across departments
• Flexibility and willingness to support team coverage, shared goals, and continuous improvement
• Strong multitasking and time management skills in a fast paced environment
• Independent problem solving skills with appropriate escalation and communication
• Accountability and reliability in a hybrid work environment
• Adaptability and willingness to learn new systems and processes

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.98 - $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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

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