Bilingual English / Spanish Customer Service Representative
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to extract content.
Let's parse the posting.
First paragraph: "This position is Remote in TX, NC, FL, GA, MO, IN, SC, AZ, KS, KY OK. You will have the flexibility to work remotely* as you take on some tough challenges. Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast - growing environment. 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."
That's about the role. Could be "About the role". We'll put that in About the role
with
containing that paragraph (maybe multiple paragraphs). We'll keep all sentences. Next: "The Customer Service Representative position is full-time based on an anticipated schedule of (40 hours / week), Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 5:00 am - 11:00 pm local time, with set break and lunch times. During peak season and when deemed necessary for business needs, you will be required to work occasional overtime including a 6th day and one (1) weekend day shift. We offer 3 - 4 weeks of paid training where 100% attendance is required. The hours during training will be Monday - Friday at 8:00 am - 5:00 pm CST with break and lunch times set by the business. Training will be conducted virtually from your home; being on camera will be required 100% during training and as requested by leadership. When on camera, you must be visible from your shoulders up. Shift bids (schedule reassignments) occur 1-2 times per year, depending on business needs. During the shift bid process, your schedule will change. You will have the option to rank your preferred schedules, and the awarded schedule will be determined based on individual performance and metric ranking. For more information on a day in the life of a Customer Service Representative please review this link: Day In the Life of Customer Service V2 For Interviews - (kaltura.com) Watch this video to understand the expectations of being a remote worker with UnitedHealthcare." This includes schedule, training details. Could be Schedule section. Also training details maybe part of Requirements? But we have separate sections: Schedule, Pay, Benefits, Qualifications, Skills, Responsibilities. We need to extract Responsibilities: "Primary Responsibilities Respond to 60 - 80 incoming calls from customers or pharmacies inquiring about home delivery pharmacy or pharmacy benefitsAsk appropriate questions and listen actively while documenting required information in computer systemsOccasionally make outbound calls to customers for follow - ups 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." We need to format as list
- . Probably each bullet: respond to calls, ask questions, document, occasional outbound calls, rewarded/recognized. We'll split.
Responsibilities heading.
Next: "Required Qualifications High School Diploma / GEDMust be 18 years of age OR older1+ years of customer service experienceBilingual fluency in English and SpanishFamiliarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applicationsBasic knowledge of Microsoft Office: Microsoft Word (ability to open and navigate a word document) and Microsoft Excel (ability to open and navigate a spreadsheet)Ability to attend 3 - 4 weeks of training with 100% attendance and ability to be on camera throughout duration of trainingAbility to work full-time based on an anticipated schedule of (40 hours / week), Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 5:00 am - 11:00 pm local time, with set break and lunch times. During peak season and when deemed necessary for business needs, you will be required to work occasional overtime including a 6th day and one (1) weekend day shift"
That's Required Qualifications. We'll list as bullet points.
Next: "Preferred Qualifications Call Center experienceExperience with a virtual learning environmentExperience in working with Digital platforms and systems (Web, Chat, Email)Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design) Telecommuting Requirements Reside within Texas, North Carolina, Florida, Georgia, Missouri, Indiana, South Carolina, Arizona, Kansas, Kentucky, OklahomaAbility 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 privacyMust live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)Must be able to connect directly into internet - via hard wire (either directly to modem or router)Appear on camera as requested during training, team meetings, etcTelecommuter work is limited to the address provided as part of the Telecommuter AgreementTelecommuting is not to be used as a substitute for childcare or dependent care. To dedicate full attention to work duties, employees must establish or continue regular child or dependent care arrangements while telecommuting"
We could treat Preferred Qualifications as part of Qualifications section? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). They didn't list Preferred Qualifications separately; we could include under Qualifications (maybe separate subheading not allowed). Better to combine Required and Preferred under Qualifications? But we need to preserve all info. Could create a Qualifications section with both required and preferred bullet lists, maybe label within
but not heading. However they said use headings only for those specific headings; we can still have paragraphs inside sections. So we can put Required Qualifications and Preferred Qualifications as paragraphs under Qualifications heading. Next: "Soft Skills Ability to work in a fast - paced work environmentAnticipate taking a minimum of 50+ calls daily Physical And Work Environment Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods working at a computerAppear on camera during training 100% and as requested beyond trainingAll employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy" That could be Skills section (soft skills) and maybe Physical And Work Environment could be part of Skills or Requirements? We'll put under Skills heading. Next: "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 $16 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable." That's Pay and Benefits. We need separate Pay and Benefits sections if content present. Pay: we have hourly pay range $16 - $29 per hour. Also mention pay based on factors. Benefits: comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution. We'll put those. Schedule: we have schedule details earlier: full-time 40 hours/week, Sunday-Saturday, flexibility to work any 8-hour shift 5am-11pm, occasional overtime including 6th day and one weekend day shift, training hours Mon-Fri 8am-5pm CST, shift bids 1-2 times per year, etc. We'll put under Schedule heading. We also have location remote states list: "This position is Remote in TX, NC, FL, GA, MO, IN, SC, AZ, KS, KY OK." That's location info; could be part of About the role or maybe a separate section? Not in headings list. We'll incorporate into About the role paragraph. We must not include boilerplate like EEO, drug test, etc. Remove those. Now produce HTML fragment. We'll structure:
About the role
... (combined paragraphs)
Responsibilities
- Respond to 60 - 80 incoming calls from customers or pharmacies inquiring about home delivery pharmacy or pharmacy benefits
- Ask appropriate questions and listen actively while documenting required information in computer systems
- Occasionally make outbound calls to customers for follow‑ups
- 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
Qualifications
Required Qualifications:
- High School Diploma / GED
- Must be 18 years of age or older
- 1+ years of customer service experience
- Bilingual fluency in English and Spanish
- Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Basic knowledge of Microsoft Office: Microsoft Word (ability to open and navigate a word document) and Microsoft Excel (ability to open and navigate a spreadsheet)
- Ability to attend 3‑4 weeks of training with 100% attendance and ability to be on camera throughout the duration of training
- Ability to work full‑time based on an anticipated schedule of 40 hours/week, Sunday‑Saturday, with flexibility to work any 8‑hour shift during normal business hours of 5:00 am‑11:00 pm local time, with set break and lunch times; occasional overtime including a 6th day and one weekend day shift may be required during peak season or as business needs dictate
Preferred Qualifications:
- Call center experience
- Experience with a virtual learning environment
- Experience working with digital platforms and systems (Web, Chat, Email)
- Health care/insurance environment familiarity (medical terminology, health plan documents, benefit plan design)
- Reside within Texas, North Carolina, Florida, Georgia, Missouri, Indiana, South Carolina, Arizona, Kansas, Kentucky, Oklahoma
- Ability to keep all company sensitive documents secure (if applicable)