UnitedHealth Group Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 400 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at UnitedHealth Group.
UnitedHealth Group
Customer Service Representative
Entry Easy Positive experience Decline offer 3 rounds
Interview process
Take home Recruiter call Background check
Interview formats
Behavioral Technical
The interview process is a bit different here. You'll first get an email with some questions about the position that you'll need to video yourself answering. If that goes well, you'll move on to the next interview stage, and then we'll let you know if you got the job.
Confirmed questions3 questions
- Can you introduce yourself?
- Describe a situation where you had to manage a dissatisfied customer and explain your approach.
- What is your method for dealing with constructive criticism?
UnitedHealth Group
Customer Service Representative
Entry Average Negative experience No offer 3 rounds
Interview process
Take home Phone screen Recruiter call
Interview formats
Technical Behavioral
First, I had to complete an assessment with some questions. Then, they reached out for a video interview where I could record my answers. The last step was the interview with the recruiter. Overall, I thought the process went well. I felt like I answered everything asked, maybe even too much. But the recruiter didn't seem engaged and kept interrupting me before I could finish my thoughts. Even though I have years of experience in customer service, specifically in Healthcare IT and as a Help Desk Analyst, which is more demanding than this role, I was shocked to get an email saying no offer. It felt like the interviewer was biased because my past roles required more critical thinking than just answering phones.
Confirmed questions1 question
- Can you describe a situation where you encountered a challenging customer?
UnitedHealth Group
Customer Service Representative
Entry Average Negative experience No offer 3 rounds
Interview process
Recruiter call Phone screen Panel Background check Offer
Interview formats
Behavioral Technical Other
It was a standard Star interview, and the interviewer was a manager who oversees a lot of people. I mentioned I used the United Health Care standard call flow since I used to work for a vendor for them. She expressed a dislike for having to explain procedures in multiple ways, and she also values open-mindedness. I have experience from IBM where we used the lean method for step-by-step training, and IBM has a very diverse workforce. I think she might be overwhelmed with the 75 people she manages, as typically a manager has around 20-30.
Confirmed questions4 questions
- Can you tell me a bit about yourself?
- What's your perspective on explaining a process in different ways?
- How do you feel about working with people from various backgrounds and countries?
UnitedHealth Group Customer Support Representative Interview Questions
Quoted word for word from UnitedHealth Group interview reports.
“Did a similar issue arise later, and if so, why, or if not, what preventative measures did you take?”
Read reports →“Could you listen to a recording and determine if you can multitask while listening to the conversation, and then answer questions about it?”
Read reports →“Can you commit to working during the open enrollment period from October through January, covering 8 AM to 8 PM shifts?”
Read reports →“Describe a situation where you had to give negative information to a customer, such as a delivery delay, item unavailability, or cost increase, or even had to refuse a customer's request.”
Read reports →“Describe a situation where you dealt with an angry caller. How did you handle it, and what steps did you take to resolve the situation effectively?”
Read report →“How do you update your boss on your work progress? Why do you prefer that method? Have you used other ways with different managers? What works best for you and for them? How do you make time for these updates with your other responsibilities?”
Read report →“Describe a situation where you received difficult critical feedback. How did you feel and react initially? What did you do at that moment? What did you do with the feedback afterward? How has that feedback influenced you since?”
Read report →“Can you role-play taking an order at Dunkin' Donuts and then handle a situation where your suggestion is denied?”
Read report →“Tell me about a situation where you couldn't give a customer the answers they needed. How did you handle it so the member didn't feel unsatisfied?”
Read report →Formats, difficulty and experience
Across all 400 UnitedHealth Group interview reports.