Employer: UnitedHealth Group
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making health care data available wherever and whenever people need it, safely and reliably. There’s no room for error. Join us and start doing your life’s best work.
A typical day for a Senior Customer Service Representative begins with representatives taking to their workstations and organizing them and setting up their resources to maximize their success in handling calls. That includes reviewing emails, the intranet, the department’s dashboard, and team performance from the previous day. After ensuring preparedness, representatives log onto the phone system and make themselves available to assist callers.
Some days are busier than others and require you to hit the ground running and handle a lot calls while remaining engaged, empathetic, and helpful to the caller. Often callers are dealing with health and / or financial issues that add a sense of urgency to their requests, and you have to maintain a balance between advocating for members, and business processes that make the company successful. At all times, the customer is at the center of what you do. On slower days, you follow up on outstanding action items that you routed to other departments, and conduct follow – up calls with members to close out their contact. You’re always learning something new and expanding your knowledge of the industry and the population of members we serve. It can be a very rewarding experience.
This position is full-time (40 hours/week) Monday – Friday. Employees are required to work a schedule of 8 hours between 5 AM 6 PM MST.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Handle inquiries, concerns, complaints, grievances and appeals in a professional manner by listening to the member and showing respect. When appropriate, the representative takes action to resolve complaints to ensure member retention and satisfaction by following department guidelines or contacts immediate supervisor for intervention
- Educate members, customers (internal / external) on the benefits of the network and Medicare while effectively promoting Peoples to take the initiative with their own healthcare, services, and policies on the telephone as well as face – to – face communication
- Act in accordance with Peoples Health vision and values. Participate and support development programs, active in staff meetings, and performs company educational offerings as well as demonstrating the willingness to work as a team member when needed for additional tasks to ensure excellent service
- Act as an efficient liaison for the member and effectively documents 100% of their communication in the service module achieving a clear link between subject line, category, sub – category and free text
- Familiarize with standard healthcare concepts, practices, and procedures as they relate to claims adjudication and managed care
- Complete special assignments in an accurate and efficient manner with little intervention from management
Required Qualifications:
- High School Diploma / GED (or higher)
- 1+ years of experience in a call center environment or related customer service field
- Basic computer navigation skills with experience in a Windows environment
- Experience with Microsoft Office Suite: Microsoft Excel (enter information, save files, navigate through worksheet), Microsoft Word (create documents), Microsoft Outlook (organize email)
- Experience with Internet (utilize web – based internal applications)
Preferred Qualifications:
- Healthcare experience
Telecommuting Requirements:
- 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)
- Live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service