Employer: UnitedHealth Group
$1,500 Sign On Bonus For External Candidates
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
The Senior Customer Service Representative will improve the service experience of brokers, members, providers and/or customers, thereby enhancing loyalty and retention. Position will be primarily responsible for the intake, resolution and routing of service requests. The Customer Service Rep- Senior will collaborate with UnitedHealth Group’s cross-functional experts (e.g., Billing, Eligibility, Claims and Commissions) to resolve issues.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Receive, document, confirm, and resolve/route broker and customer service issues to the appropriate cross-functional team for resolution
- Handle misroutes that come in through the new toll-free phone number
- Establish and provide expectations and proactively communicate to non-platinum brokers/customers
- May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area
- May perform in-depth research of inquiries including all follow up and resolution steps
- Approaches difficult situations diplomatically and with a professional demeanor
- Actively listens to understand the perspective of others
- Proactively identifies and pursues resolution of issues affecting customer service
- Meets or exceeds standards for accessibility, responsiveness, reliability and professionalism
- Responds to incoming, telephonic, written or email inquiries from customers or providers regarding eligibility, benefits, claim status/issues, policies & procedures, reimbursement, claims filing and/or appeals/grievances
- Ensures the delivery of excellent customer service
- Meets or exceeds standard for productivity, quality, timeliness and accessibility
- May make outbound telephone calls and or respond in writing as required to resolve inquiries and issues
- May perform in-depth research of inquiries including all follow up and resolution steps
- May perform claims adjustments within specified dollar amounts as required to resolve inquiries
- Independently manages inquiry caseload to resolve inquiries in a timely, high-quality manner
- Contributes to high levels of member and client satisfaction by exhibiting timely response to questions or issues, well developed communication skills and analytical approach to problem solving
- Approaches difficult situations diplomatically and with a professional demeanor
Required Qualifications:
- High School Diploma / GED (or higher) OR equivalent work experience
- 1+ years of experience in a call center environment
Preferred Qualifications:
- 2+ years industry experience in health care, preferably in a service role
- Experience with MS Office
- Data entry experience
- Experience with OnBase
- Experience with LeaveSource
- Bilingual fluency in English and Spanish
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
UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
Colorado, Connecticut or Nevada Residents Only:The salary range for Colorado residents is $16.00 – $26.88. The salary range for Connecticut / Nevada residents is $16.83 – $29.66. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives
**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis (“Internal Candidates”) are not eligible to receive a sign on bonus.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.