Customer Service Representative- Dublin

　　Optum, the fastest growing part of UnitedHealth Group, is a leading information and technology-enabled health services business. Our teams are dedicated to modernising the healthcare system and improving the lives of people and communities.

　　Serving virtually every dimension of the health system, we work with a diverse set of clients across 150 countries – from those who diagnose and treat patients to those who pay for care, deliver health services, and those who supply the cures. Optum maintains operations across North America, South America, Europe, Asia Pacific and the Middle East. Our innovative partnerships provide technology and tools that enable unprecedented collaboration and efficiency. As a result, we can tap into valuable healthcare data to uncover insights and develop strategies for better care at lower costs.

　　About the role:

　　This role is built around a caring supportive team of representatives with a desire to improve the wellbeing of our members. The successful candidate will have a warm caring approach to their profession and be a proactive team player.

　　You will be responsible for providing counseling telephonically or onsite for behavioral health and employee assistance services. Includes assessment and triage, short-term problem resolution, and referrals.

　　Key responsibilities will include:

　　• Assessments and in the moment support to a diverse range of clients using a brief solution focused model.

　　• Provide one off emotional wellbeing calls, referring to internal and external resources

　　• Undertake training modules and company specific E- learning

　　• Keep up to date on relevant regulatory and legislative developments.

　　• Play a proactive role in weekly and monthly team meetings

　　• Demonstrate a keen awareness of meeting customer expectations within the boundaries of emotional wellbeing

　　• IT skills are essential to this role

　　• Problem solving and the ability to create an internal network are key 

　　• Undertake all other tasks and responsibilities as required

　　Shifts available Monday to Sunday on a rotational 24/7 basis

　　5 days a week, 39 hour week hybrid working, unsociable shifts and weekends can be worked from home.

　　Required qualifications:

　　• Applies knowledge/skills to activities that often vary from day to day.

　　• Strong customer service background and experience

　　• High School equivalent qualification or higher

　　• Requires little assistance with standard and non-standard requests.

　　• Solves routine problems on own.

　　• Works with supervisor to solve more complex problems.

　　• Prioritizes and organizes own work to meet agreed upon deadlines.

　　• Works with others as part of a team

　　Preferred qualifications:

　　• Bilingual capabilities would be advantageous and will receive a salary uplift

　　Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

　　All telecommuters will be required to adhere to the UnitedHealth Group’s Telecommuter Policy.

　　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 marginalised 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.

　　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.

　　Keywords: #RPO, #EAPEMEA, Counsellor, Psychotherapy, Counselling, Employee Assistance, BACP, IACP, IAHIP, FTA