Call Center Representative AARP - San Juan, PR

Requisition Number: 2373124
Training classes start soon - apply today!
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.
If putting a smile on someone's face puts one on yours, you belong on our team. At Optum Puerto Rico Operations, we've brought together remarkably compassionate and consistently positive individuals who support our members and providers when they reach out with questions or concerns. In this role, your empathy, problem-solving skills, and helpful personality combine with our comprehensive training, strong support structure, and ongoing development opportunities to ensure your success. This is more than a job - it's a chance to make meaningful connections, deliver clarity during challenging moments, and build a rewarding career rooted in compassion and expertise. Our representatives not only provide emotional support but also navigate complex research across multiple systems, including billing discrepancies, claims processing, benefits verification, and plan details, to ensure members receive accurate, confident, and complete resolutions.
Primary Responsibilities:

• Provides compassionate, positive, and solution-focused support to members and providers during each interaction.
• Listens actively to understand customer needs and delivers clear, empathetic communication throughout the call.
• Proactively asks clear, targeted questions to accurately assess customer needs, understand their concerns, and determine the most effective resolution path.
• Accurately documents all customer interactions in company systems to maintain clear records and ensure seamless continuity across touchpoints. Reviews previous case notes and history during each interaction to avoid duplicating steps and to provide efficient, informed resolutions.
• Conducts in-depth research across multiple databases to diagnose complex issues and partners with internal support teams or external resources to drive resolution for members or providers.
• Assists customers in navigating UnitedHealth Group websites while encouraging and reassuring them to become self-sufficient in using our available tools.
• Identifies eligible members and offers AARP membership renewal options, providing accurate guidance and support throughout the enrollment or renewal process.
• Processes membership cancellation requests and applies retention strategies to address concerns, present available options, and encourage continued enrollment when possible.

This role is equally challenging and rewarding. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you'll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.
ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION
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:

• 1+ years of customer service experience analyzing and solving customer problems OR 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Proven intermediate Windows PC navigation proficiency or higher and ability to navigate in multiple systems
• Available to work (40 hours/week) Monday- Friday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (7:00am to 12:00am) (Need to be available for a rotating schedule on Saturdays)
• Bilingual Spanish/English proficiency

Preferred Qualifications:

• Healthcare experience
• Contact center experience
• Data entry experience

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.