UnitedHealth Group
As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 20 to 40 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.
This position is full-time (40 hours/week) Monday to Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 06:00am 09:00pm CST. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Review and research incoming healthcare claim calls from providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Communicate and collaborate with providers to resolve issues, using clear, simple language to ensure understanding
- Answer incoming phone calls from members and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality and attendance
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.
Required Qualifications:
- High school diploma / GED (or higher)
- 6+ months of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Able to work any 8-hour shift, Monday to Friday, between 6:00am – 9:00pm CST
- Ability to start on 4/3/23 and complete 4-week training
Telecommuting Requirements:
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company-sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service
Preferred Qualifications:
- Health care experience
- Call Center experience
- Knowledge of billing/finance and eligibility processes, practices and concepts
Soft Skills:
- Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
- Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
- Proficient conflict management skills including the ability to resolve stressful situations
- Knowledge around Iterative Improvement; updating your processes as you learn new skills and techniques
- Demonstrated emotional intelligence and self-regulation