UnitedHealth Group
2.8 of 5 1,585 reviews
www.unitedhealthgroup.com Minnetonka, MN 5000+ Employees

UnitedHealth Group Customer Care Professional Interview Questions & Reviews

Updated Feb 28, 2014
All Interviews Received Offers

Getting the Interview 

66%
16%
16%

Interview Experience 

85%
14%
0%

Interview Difficulty 

8 candidate interviews Back to all interview questions
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2 people found this helpful

Accepted Offer

Positive Experience

Customer Care Professional Interview

Anonymous Employee

I applied online and the process took 2 weeks - interviewed at UnitedHealth Group.

Interview Details – Applied, took online assessment, rec phone interview, lastly rec a face to face interview.

Interview Question – Name an time when you were a witness of someone doing something unethical.   Answer Question

Negotiation Details – No negotiation.

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1 person found this helpful

Accepted Offer

Neutral Experience

Customer Care Professional Interview

Anonymous Employee

Interviewed at UnitedHealth Group

Interview Details – Nice Lady asked basic questions, business casual dress

Interview Question – name a difficult situation and how you handled it   Answer Question

Negotiation Details – there was no negotiation

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1 person found this helpful

Accepted Offer

Positive Experience

Average Interview

Customer Care Professional Interview

Anonymous Employee
Chico, CA

I applied in-person and the process took 2 months - interviewed at UnitedHealth Group.

Interview Details – After applying online, you will be scheduled to come in to take a computerized test. You are not given instructions other than what is on the computer so it's also a test of how well you can figure stuff out on your own. It's not too difficult. Takes about 45 mins I believe. If you pass that test, immediately after you fill out a work history on the computers and then they will call you for an interview usually w/in a week. During the interview process they ask some pretty basic questions about your customer service experience. How do you deal with disgruntled customers? What was the most stressful situation you have encountered in a job and how did it turn out? What do you think is the most important aspect of customer service?

Interview Question – Where do you see yourself in 5 yrs?   Answer Question

Negotiation Details – Offered a position, had to pass a drug screening, once that went through I had to come in to sign some initial paperwork. On my first day of work there was more paperwork to sign and benefits stuff to go over.

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Accepted Offer

Positive Experience

Average Interview

Customer Care Professional Interview

Anonymous Employee
Cypress, CA

I applied online and the process took 1 week - interviewed at UnitedHealth Group.

Interview Details – After applying for the position online I interviewed with Amber Naylor at the Cypress CA office. She called me and made me feel like I was truly wanted as part of the team. She worked with me on the interview appointment as I was already employed with another company at the time. She was kind, caring and professional. She asked me about my relevant experience and several other qualifying questions. Very typical one on one interview.

Interview Question – Nothing out of the ordinary   Answer Question

Negotiation Details – Set and non-negotiable starting rate. Accept or not.

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1 person found this helpful

Accepted Offer

Positive Experience

Average Interview

Customer Care Professional Interview

Anonymous Employee
Pittsburgh, PA

I applied online and the process took 4 days - interviewed at UnitedHealth Group in June 2013.

Interview Details – I applied online and was promptly called for a phone interview. The phone interview lasted one hour and consisted of situational based questions. Upon completion of the interview I was invited to a face to face interview the next day. I felt very comfortable and was interviewed by two managers. They asked the same situational based questions, as well as why I wanted to work for United Health Group, and explained the job position to me. The interview lasted one hour. On my drive home I was called from the recruiter and offered the position.

Interview Question – Explain a time when you took the blame for another employee when it wasn't your fault.   View Answer

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1 person found this helpful

Accepted Offer

Neutral Experience

Average Interview

Customer Care Professional Interview

Anonymous Employee
Green Bay, WI

I applied through a recruiter and the process took 2+ weeks - interviewed at UnitedHealth Group in September 2012.

Interview Details – I originally applied for a different position, interviewed for that position, and never got so much as an e-mail or callback. The company called me in to take a proctored assessment for another exam, but when I showed up the proctor told me that I wasn't ideally suited for the job (admittedly, I wasn't) but he asked me to interview for another position. I interviewed immediately. At the end of the 45 minute interview, the interviewer invited me back to interview again, this time with a hiring manager, the following morning. Withing 24 hours, I got a call with a contingent job offer.

Since the position started just days after, I had to wait until the very last minute to hear if my background screening went through in time to start when I was supposed to. Even though the background check is not complete (they have to do an international check since I've previously lived abroad), they are letting me start on the originally planned start date. So I start tomorrow morning!

I'm excited to be working for them, but I will say that it was really frustrating trying to get a hold of people (to thank for an interview, to call the hiring manager, etc). Luckily, I know a few people at my site, so I had go-betweens. It can really be quite frustrating... but hang in there!

Interview Question – Explain a time when you were faced with and ethical problem and what did you do to handle it.

Explains steps you have taken to improve or complete a difficult task or situation.

Lots of behavioral questions.

*Interview questions will vary based on what position you applied for.
  Answer Question

Negotiation Details – There was no negotiation. They quite plainly told me what the salary would be at my first interview. I will be making $12.50 and hour (about 26,000 annually). As a recent college graduate who is living at home, this suited me fine, at least while I figure out my next steps.

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5 people found this helpful

Accepted Offer

Positive Experience

Average Interview

Customer Care Professional Interview

Anonymous Employee
Tonawanda, NY

I applied online and the process took 2 weeks - interviewed at UnitedHealth Group in January 2012.

Interview Details – After I filled out the online application on the United website the following things happened, but I don't remember the order: online assessment of skills and personality, received an e-mail asking me to pick a day for an on-site assessment within the online scheduling system, picked a day to go in for an assessment. I believe I also had to expand on the information I'd filled out in the initial application.

Onsite assessment took about 1-1.5 hrs. Went over the info we'd already submitted about work and school history, they explained what training is like, what the job consists of, pay range, we signed some papers, etc. Once that happened we did an assessment on the computer that saw what your skills are with using a computer and picking the best responses to say to the customers. The assessment uses a simulator with prerecorded responses that you pick the best one of, lets you input information, etc. You wear headphones and listen to what is happening and follow along.

Once I was done with the assessment, I was asked to come in for an in-person interview a couple days later since I did so well on the computer part. The in-person was 1-on-1 with the same guy who administered the computer assessment, and it took about an hour. We went over my work history, then he asked about 5 situational questions in regard to how I had handled certain situations with customers/co-works. They want specific times when these situations happened, not an explanation of what you would do if they happened. As I was there the guy apologized that he didn't just do this part on the phone...so I guess this part could be a phone interview or in-person.

Later in the day after my 1-on-1 I got a phone call asking me to come in for a final interview the following week. Was asked to bring a copy of my resume with me.

When I went in for my final interview I sat down with two people. One was a supervisor of the area, another was his boss. They asked me more situational questions, a little more in-depth than the other ones. They also explained more about the training and the day-to-day work. Asked if I had any questions about the job. And the big one, "why united healthcare"...know that answer, know why you applied and why you want to work there; why is it a good fit for you? and what are you a good fit for them?

After this final interview was done (it was on a Friday), they told me that I would hear from them early in the beginning of the next week as they had to go over the applications as a management team and make decisions on who to offer for. I would either get a phone call with an offer, or an e-mail saying they were not hiring me. I got a phone call that Monday in the afternoon with the offer. Once I said yes to the offer, the HR person I spoke to explained there would be e-mails I needed to deal with to get the background check started. You need to do this within 24 hours of accepting the offer. Once you do the background check and labor law stuff you will end up getting an e-mail about getting your drug test in the next 24 hours. Once you get the drug test info you have 48 hours to get that done or else the offer of employment will be pulled.

After this you just have to wait for the background check and drug test to come back. If you know you can pass these, you have no need to worry once the offer is made. The job is yours.

Advice: make sure you dress professionally for all parts of the interview, even the assessment. As someone who has been a manager in the past and interviewed plenty of people: It matters what kind of impression you make from the beginning. I wore dress pants with a button down under a sweater for the assessment, nice shoes, a nice coat. Dress like it is an actual interview. For the other two parts I wore a suit. If you have a suit you should wear it, or dress pants and a jacket at the very least for the interviews.

Impression of the company: everyone was very friendly. I had to wait for about 10 minutes for each part of the process beyond when I was scheduled, but this is normal, I wasn't surprised and it wasn't too long to be made to wait. The people who were just walking back and forth to their work areas from breaks or whatever seemed to have smiles on their faces. They do casual Fridays. A friend works there and he is happy with it. Training process seems to be very extensive...14 weeks, set schedule except for having to work at night two times during it. After that you do shift bidding based on performance, attendance, etc. Shift bidding happens every 3 months. The site I will be working at is only open 8am-8pm Mon-Friday. They provide shift differentials if you work after 6pm or are willing to work a floating schedule.

Interview Questions

  • Describe a time when you had to use your technical expertise to solve a problem.   Answer Question
  • Describe a time when you helped a stranger, why did you do it?   Answer Question

Negotiation Details – There was no negotiation process for me. When we had the assessment they told us the range for the hourly pay rate, explained that it was based on how much experience you have. I had a ton of experience, and made it clear during the 1-on-1 I expected that I would be offered the highest pay rate based on that. The HR person seemed to concur with me. When I got the call offering me the job I was offered the highest amount you can start off at for the position. I don't know how it would have gone if they didn't think that I should get the highest amount, they certainly could have tried to pay me less, I was unemployed and they could have taken a chance and offered less.

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Accepted Offer

Positive Experience

Average Interview

Customer Care Professional Interview

Customer Care Professional

The process took 2 weeks - interviewed at UnitedHealth Group in July 2010.

Interview Details – Easy interview, one with outsourced HR and one with a department manager.

Interview Question – Basic, common sense questions for a cust svc professional   Answer Question

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