Call Center Representative AARP - San Juan, PR
About The Position
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. 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.
Requirements
- 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
Nice To Haves
- Healthcare experience
- Contact center experience
- Data entry experience
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
